About Compugen
Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.
Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!
Our Culture
We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.
If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.
Position Overview:
Service Desk Supervisor is responsible for the leadership, training, coaching, guidance, and direction of Service Desk Technicians during the performance of duties. Service Desk Supervisor utilize statistics, call listening and on-going performance feedback to ensure the achievement of service standards are met. Service Desk Supervisor ensures operational workloads and processes are carried out in an accurate, efficient, and effective manner, and ensures staff are equipped with the necessary resources to effectively perform their duties. Service Desk Supervisor leads by example and exercise a combination of advanced customer service and technical skills to deal with the more complex problems and escalation calls.
The Service Desk Supervisor is accountable for creating a positive and engaging people experience for the Service Desk team. This includes supporting employee development, fostering a collaborative and inclusive team environment, promoting open communication, helping team members feel supported and valued, and ensuring day-to-day people management practices contribute to strong engagement, retention, and performance.
Service Desk Supervisor also plays a key role in driving continuous improvements by reviewing performance metrics, workflow processes and procedures for opportunities to achieve and improve service standards, as well as attending and contributing to client meetings with other members of the information systems organization to ensure that system requirements, deadlines, and priorities are clearly defined and achieved. This position has full authority to create operating procedures and practices for the Service Desk.
Key Responsibilities:
- Deals with the more complex problems and escalation calls.
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Resolves complex end-user systems issues in consultation with the appropriate technical or operation personnel.
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Monitors calls and metrics, provides feedback, coaching, and reporting on data. Maintains records for the service desk system and problem management database.
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Reviews performance metrics, workflow processes and procedures for opportunities to achieve and improve service standards and the effectiveness of the service desk systems.
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Participates in a variety of meetings to resolve problems, formulate plans and modify processes. Ensures the latest product/technical updates and policies are available and communicated to the team. Serve on committees, interdepartmental teams and special projects as requested.
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Responsible for the leadership, training, coaching, guidance and direction of Service Desk Technicians during the performance of duties ensuring operational workloads and processes are carried out in an accurate, efficient and effective manner. Participates in the recruiting and interviewing process.
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Provides day-to-day people leadership by supporting employee engagement, onboarding, performance feedback, career development, and employee experience initiatives within the Service Desk team.
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Conducts regular check-ins with team members to understand workload, morale, development needs, and opportunities to improve the overall team experience.
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Supports performance management activities, including goal setting, coaching conversations, recognition, employee evaluations, and corrective action where required.
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Promotes a respectful, inclusive, and collaborative team culture where employees feel supported, informed, empowered, and accountable for delivering excellent customer service.
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Plans, prioritizes and coordinates work assignments and is responsible to manage assignments in response to service demands, emerging problems and other factors ensuring solutions meet standards and deadlines.
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Ensures adequate customer support coverage and assists in providing desktop and service desk administrative function support when necessary to ensure service standards are met.
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Researches and stays abreast of new computer infrastructure, computer system operating environments and new software applications.
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Performs related duties as required.
Skills & Qualifications:
- Advanced customer service and communication skills to effectively respond to complex technical problems and escalation calls.
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Ability to plan, coordinate and supervise the work of subordinates.
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Ability to provide training, coaching, guidance, and direction to staff.
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Strong people management skills, including the ability to engage, motivate, develop, and support team members in a high-volume service environment.
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Ability to foster a positive employee experience through regular communication, recognition, coaching, and proactive support for team wellbeing and development.
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Ability to manage employee performance through clear expectations, timely feedback, coaching, evaluation, and constructive follow-up.
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Ability to analyze, troubleshoot and resolve technical problems associated with hardware, software and other peripheral workstation problems.
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Strong organizational skills, including the ability to manage multiple assignments and tasks while meeting deadlines in a fast-paced customer service environment.
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Arrange for ongoing staff training and professional development and perform employee evaluations.
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Excellent verbal and written communication skills with the ability to effectively interact with all levels of the organization.
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Vast knowledge of network systems, computer systems, hardware and software, LAN configuration and administration, active directory, servers, workstations, operating systems, call monitoring and reporting hardware and software, application software, etc.
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Experience with enterprise information technology support, such as remote control, imaging and remote application deployment and patch management.
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Strong attention to detail including the ability to summarize, prepare, and interpret complex statistical reports and metrics.
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Developing technological procedural and operations manuals.
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Establish and maintain cooperative and effective working relationships with others.
Requirements:
- Minimum of 6 years of experience in a service desk or technical support role
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Previous experience supervising, coaching, or leading technical support teams, including responsibility for employee engagement, performance feedback, and team development.
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Bachelor’s degree in computer science, Information Technology, or related field
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Comprehensive knowledge of ITIL V4
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Proven ability to manage and prioritize multiple tasks and projects
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Strong knowledge of service desk software and ticketing systems
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Excellent analytical and problem-solving skills
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Advanced data analysis with strong Excel capabilities
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Proficient presentation skills with Microsoft PowerPoint
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Work cooperatively with others.
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Work independently with little direction.
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Valid driver’s license and vehicle required for occasional onsite visits at various locations within BC.
What Compugen Offers You:
- Exciting, fast-paced challenging work environment
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A culture where authenticity and diversity are valued
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Professional development
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Participation in Women in Technology Network
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Opportunities to give back to our local communities
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Collaborative supportive team members
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Remote work/hybrid work options
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Work/life flexibility
Equity Statement
At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.
