Operations Manager for Service Desk

Location: Montréal-Est

Join CN as the Operations Manager for the Service Desk and lead transformational initiatives. Oversee IT support operations while enhancing user experience and service delivery.

In this pivotal role, you will be accountable for the performance of CN's Service Desk operations, ensuring consistent IT support for employees. You will also drive the transformation of legacy services into modern, automated solutions, fostering a customer-oriented environment. Leadership, accountability, and operational excellence are key focuses in this position.

Key Responsibilities:

• Lead daily Service Desk functionality across business locations

• Manage incident and problem management processes effectively

• Enforce service quality metrics like SLAs and KPIs

• Ensure vendor performance aligns with company standards

• Drive automation and continuous improvement in service delivery

Requirements:

• Bachelor’s degree in computer science

• Over 10 years in IT support leadership roles

• 5+ years managing service delivery providers

• Comprehensive knowledge of ITIL

• Evidence of successful Service Desk improvements

Elevate CN's service operations while ensuring a customer-centric approach throughout the organization.
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