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!
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
oOwn vendor performance and service delivery
oLead operational governance and accountability
oDrive service planning and continuous improvement
Leadership
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
·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.
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. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN 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 America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't 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 cnrecruitment@cn.ca
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.
CN is a North American transportation and logistics leader focused on supply chain innovation and collaboration. We offer integrated shipping solutions, including rail, intermodal, trucking, freight forwarding, warehousing and distribution.
We are an engaged corporate citizen, committed to the safety of our employees, customers and the public. CN is invested in building shareholder value and stronger communities, focused on environmental stewardship and developing an exceptional environment in the workplace.
CN has the expertise, the network reach and the capacity to move your goods to a global marketplace in a safe, timely and cost effective manner.
Welcome to CN, North America's Railroad.
