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Service Desk Supervisor
2 weeks ago
**Job Title**
- Service Desk Supervisor
**Vacancy No**
- VN7138
**Company Name**
- Compugen Inc
**Work Location**
- Surrey, BC
**Base Pay Range**
- $85000-$100000 Annually *range is not inclusive of variable compensation (if applicable).
**Job Details**
**Position: Service Desk Supervisor**
**Location: Surrey, BC**
**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.
**Service Desk Supervisor**
**Job Type: Permanent**
**Job Location: Surrey, BC**
**Purpose**
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.
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.
**Role and responsibilities**
Deals with the more complex problems and escalation calls.
Resolves complex end-user systems issues in consultation with the appropriate technical or operation personnel.
Monitors calls and metrics, provides feedback, coaching, and reporting on data. Maintains records for the service desk system and problem management database.
Reviews performance metrics, workflow processes and procedures for opportunities to achieve and improve service standards and the effectiveness of the service desk systems.
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.
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.
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.
Ensures adequate customer support coverage and assists in providing desktop and service desk administrative function support when necessary to ensure service standards are met.
Performs related duties as required.
**Knowledge, Abilities and skills**
Advanced customer service and communication skills to effectively respond to complex technical problems and escalation calls.
Ability to plan, coordinate and supervise the work of subordinates.
Ability to provide training, coaching, guidance, and direction to staff.
Ability to analyze, troubleshoot and resolve technical problems associated with hardware, software and other peripheral workstation problems.
Strong organizational skills, including the ability to manage multiple assignments and tasks while meeting deadlines in a fast-paced customer service environment.
Arrange for ongoing staff training and professional development and perform employee evaluations.
Excellent verbal and written communication skills with the ability to effectively interact with all levels of the organization.
Strong attention to detail including the ability to summarize, prepare, and interpret complex statistical reports and metrics.
Developing technological procedural and operations manuals.
Establish and maintain cooperative and e
