Shine in a leadership role as CN’s IT Service Desk Operations Manager. Manage a customer-centric service desk while modernizing operations for enhanced efficiency.

As the Operations Manager, you'll ensure the smooth operation of CN's Service Desk, serving as the central hub for technology support. This position focuses on improving user experiences through automation and modern IT practices, ensuring operational excellence and accountability. You will lead a team dedicated to providing outstanding support for CN employees across various locations.

Key Responsibilities:
• Direct service desk operations for productive user support
• Supervise incident management and service quality goals
• Monitor managed service provider performance and accountability




• Implement automation and data-driven changes for improvement
• Act as escalation point for critical service issues

Requirements:
• Bachelor's degree in computer science required
• 10+ years in IT Service Desk management
• 5+ years managing service provider relationships
• ITIL certification needed; TBM knowledge preferred
• Demonstrated success in service desk modernization

Utilize your operations expertise to redefine IT service delivery at CN, enhancing the employee experience across the board.
#J-18808-Ljbffr

📌 IT Service Desk Operations Manager Role (Quebec City)
🏢 CN
📍 Quebec City