Marc Magar
Manager, IT Service Management, End User Services IT, Data, and Digital @Air Canada
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WORK HISTORY
Manager, IT Service Management, End User Services IT, Data, and Digital @Air Canada
Montreal, QC, CA
Lead Vendor Global IT End User Services (EUS) Service Desk, ensuring efficient, scalable, and customer-focused support operations across the enterprise.Oversee Enterprise Field Services and Global Dispatch Support, driving operational excellence, resource optimization, and high service availability worldwide.Manage Executive & VIP IT Support Service Team, delivering personalized, high-priority solutions to senior leadership with discretion and reliability.Champion End-User Experience (EUX) for IT Services, aligning support strategies with business needs to improve satisfaction and productivity.Collaborate with internal teams and external vendors to design and implement Shift-Left strategies, leveraging automation, self-service, and AI-driven solutions to reduce ticket volume and enhance service efficiency.
EDUCATION
Concordia University
Bachelor of Commerce, Major in Marketing
CEGEP - John Abbott College
Bachelor of Commerce, Commerce
McGill University
Graduate Certicate, eCommerce
SKILLS
ABOUT MARC MAGAR
I am an IT Support & Vendor Management Leader with 20+ years of experience transforming end-user services and enterprise-scale IT operations. At Air Canada, I oversee global IT support functions, including Service Desk, Field Services, End User Experience and VIP Executive Support—delivering scalable, customer-focused solutions that keep business moving.Passionate about modern IT practices, I drive Shift-Left strategies, automation, and self-service adoption to improve efficiency and elevate the end-user experience. I also lead strategic vendor partnerships with IBM, Microsoft, AWS, and others, ensuring strong governance, SLA performance, and cost optimization.Across my career in aviation and global retail, I’ve led large-scale IT deployments, digital transformation initiatives, and high-performing teams that deliver measurable business impact. My goal is simple: build smarter, future-ready IT support ecosystems that align technology with business outcomes.CORE COMPETENCIES:Experience in IT Professional Services, Hardware Software Deployment ServicesIT End User ServicesGlobal Deployment ManagementIT Implementation ManagementIT Project ManagementIT Vendor ManagementHardware Maintenance
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