Operations Manager, Service Desk

Operations Manager, Service Desk

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping 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 CN's 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

• Bachelor’s 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 Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN 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.