Operations Manager, Service Desk

Operations Manager Service Desk

At CN everyday brings new and exciting challenges. You can expect an interesting environment where youre part of making sure our business is running optimally and safelyhelping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!

Job Summary

The Service Desk Operations Manager is accountable for the overall performance governance and strategic evolution of CNs enterprise service desk operations. This role is responsible for delivering a seamless and consistent IT support experience for all CN employees acting as the central entry point for technology support across the organization.

The Operations Manager champions a customer-centric approach that enhances user satisfaction through efficient reliable and support services.

The Operations Manager provides leadership and strategic direction to both CN internal teams and managed service providers (MSPs) fostering a culture of accountability continuous improvement innovation and operational excellence.

In addition to managing day-to-day operations this role is responsible for leading the transformation of legacy service desk functions into modern data-driven highly automated support models that leverage self-service artificial intelligence and analytics to enhance the employee experience.

Key Responsibilities

• Lead the day-to-day delivery of Service Desk operations supporting enterprise users across multiple business locations and support channels.
• Ensure performance across Incident Management Request Fulfillment Knowledge Management and reduced recurring issues through effective Problem Management
• Manage service quality through defined Service Level Agreements (SLAs) Key Performance Indicators (KPIs) and operational metrics.

• Strong managed service provider performance and accountability

o Own vendor performance and service delivery

o Lead operational governance and accountability

o Drive service planning and continuous improvement

• Successful modernization of legacy service desk operations into a proactive automated and customer-centric support model.
• Reduced service desk operating costs through automation and optimization.
• Ensure effective workforce planning coverage management and operational readiness within a 24x7 support environment.
• Act as the primary escalation point for critical service and operational issues.
• IT Major Incident management

Leadership

• Lead develop and inspire a team of technology professionals

• Establish team goals priorities and performance objectives aligned to business outcomes.

• Manage employee performance coaching career development and succession planning.

• Partner with HR on workforce planning recruitment onboarding and talent retention.

• Foster a culture of innovation continuous improvement collaboration and accountability.

• Drive self-serve and automation adoption across IT and business organization

Working Conditions

The role has standard working conditions in an office environment with a regular work week from Monday to Friday. While the role follows a standard work week occasional after-hours support may be required to address critical incidents as part of a shared on-call rotation.

Education/Certification/Designation/Experience

• Bachelors degree in computer science

10 years of experience leading IT Service Desk and End User Support operations with accountability for service delivery incident management service levels and customer satisfaction in a 24x7 environment.

5 Experience managing and influencing Managed Service Providers

Certification or equivalent deep understanding of the ITIL framework

Foundational knowledge of TBM (Technology Business Management) framework

Proven experience driving Service Desk transformation initiatives leveraging automation self-service analytics and modern ITSM practices.

About CN
CN is a world-class transportation leader and trade-enabler. Essential to the economy to the customers and to the communities it serves CN safely transports more than 300 million tons of natural resources manufactured products and finished goods throughout North America every year. As the only railroad connecting Canadas Eastern and Western coasts with the Southern tip of the U.S. through a 19500 mile rail networkCN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN we work as ONE TEAM focused on safety sustainability and our customers providing operational and supply chain excellence to deliver results.

About CN

CN is a premium railroad that sustainably generates value for our customers shareholders employees and stakeholders with an unwavering commitment to safety and service. Essential to the economy to the customers and to the communities it serves CN safely transports more than 300 million tons of natural resources manufactured products and finished goods throughout North America every year. CNs network connects Canadas Eastern and Western coasts with the U.S. South through a 20000-mile rail and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.

At CN we are dedicated to building North Americassafest mostinclusiveandsustainable railroad which includes reflecting the communities in which we operate. Research shows that candidates often dont apply unless they feel they fit the job posting at 100%. To all potential applicants even if you dont meet every job requirement listed in a posting we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials accessible meeting rooms or other accommodations) please get in touch with our team at.

As an equal opportunity employer qualified candidates will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status and other protected status as required by applicable law.

Please monitor your email on a regular basis as communication to applicants is done via email.

Required Experience:

Manager