Delivery Lead

1 week ago

Gatineau, Canada Compugen Inc Full time

**Job Title**
- Delivery Lead

**Vacancy No**
- VN5813

**Work Location**
- Gatineau, QC

**Job Details**

**Position**: >**Location**:

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**About Compugen**

Compugen is one of Canada's largest privately-owned Information Technology (IT) Solution Providers. We help customers design, acquire, integrate and operate technology. Our mission is to help organizations realize new possibilities. Every day, our dedicated staff across North America focus on providing extraordinary customer service and support experiences to private and public sector organizations. We combine breadth of skill, depth of expertise, and commitment to operational excellence at scale to deliver exceptional, customer-focused experiences.
If you are driven to make a difference, relentlessly curious and collaborative at the core, we’d love to talk to you. Join us and help us make a difference.

**How you’ll make a huge impact here - and in your career**:
**Responsibilities**:

- Delivery Supervisor for Field Resources
- Single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to service delivery matters.
- Utilizes best practice project management, service delivery management and administrative resources, tools, and processes based upon an understanding of the solution requirements based upon the existing capacity, capabilities, and solutions that Compugen can deliver.
- Is the point of contact for service delivery issues communicated by the customer or by the Senior Delivery Manager and initiates escalation for service issues.
- Provides updates to the customer related to changes at Compugen that could impact the customer (IT changes and Organizational Changes).
- Manage service delivery for incident, problem, requests, and other tasks for the team
- Monitor and report delivery performance (metrics) KPIs of the team
- Contingency planning and management for the team
- Excellent communication and time management skills
- Serving as the first point of contact for customers seeking technical assistance.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Troubleshoot mobile devices, phones, printers and other computer and telecommunications equipment.
- Daily incident management
- Daily request fulfillment
- Ensure process control and drive improvement
- Implement service improvement plans and performance improvement plans for the team
- Facilitate or engage in problem solving to create a continuous improvement culture
- Ensure process compliance guidelines for the team; manage quality controls
- Drive/participate and coordinate audit readiness.
- Create awareness of various compliances and standards in the team
- Ensure IT security compliance.
- Continually identify ways to reduce cost for the team while maintaining quality levels
- Ensure timely and accurate recording of time and tickets
- Assist (e.g. provide inputs) the Manager in people management responsibilities within the team on a day to day basis to build an effective team

**Other Responsibilities**:

- Participate in imaging and deployment of desktops, laptops and peripherals following deployment documentation and checklists
- Test for nominal operation of devices post-deployment
- Troubleshooting to identify and resolve root cause of hardware or software malfunctions at the deskside level
- Follow documentation and direction as required
- Smart Hands for AV, Telephony and Network teams
- Provide proper and prompt updates to documentation
- Provide coverage for vacation, sick days when required.
- Maintain inventory counts.
- Perform Print support as required.

**Skills and qualifications, you’ll bring**:

- Desired education: Diploma or Bachelor's Degree in IT based program or Computer Sciences
- Required experience: Information Technology: 5+ years
- Demonstrated ability to work in a dynamic environment, establish priorities, and meet tight deadlines.
- Be responsible for the administration of our Managed Services
- A Technical Diploma or University degree in Computer Science or related filed is an asset.
- Knowledge of an incident and problem management tools and processes
- Strong Windows 10/11 OS knowledge
- Strong troubleshooting skills
- Experience supporting O365
- Good written and verbal communication skills
- A sense of urgency to complete tasks and assignments
- Ability to take direction and follow practices and procedures consistently and accurately
- Good time management skills
- Ability to work independently as well as in a team environment2 years of experience with desktop deployments, troubleshooting and upgrades
- Previous experience completing complex Installs, moves, adds, changes of computer equipment
- Windows Operating System proficiency ideally in Windows 10
- Ticketing system experience
- Effective written and verbal interpersonal skills
- Outstanding

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