Lead a dedicated Deskside Support team at Compugen in Richmond Hill, ON. Oversee ticket operations, provide Level 2 support, and ensure exceptional service delivery across multiple locations.
As a Supervisor for the Service Desk, you will take charge of a skilled team of Deskside Support Analysts. Your role will include managing daily performance, triaging tickets according to ITIL best practices, and providing hands-on support across Windows, Microsoft 365, and user access management. You will also engage directly with VIP users and facilitate process improvements through documentation and training sessions.
Key Responsibilities:
• Lead Deskside Support Analysts with direction and coaching
• Act as the primary escalation point for technical issues
• Manage incident queues ensuring timely resolutions
• Provide hands-on Level 2 deskside support as required
• Monitor service performance and drive continuous improvements
Requirements:
• 5+ years in end-user supp...