Compugen Inc Hiring for Manager, Service Desk at Richmond Hill, ON Full Time

You Are

The Service Desk Manager will be responsible with leading and managing Service Desk services to our customers which includes 24×7 phone, email and self-service support, triage, escalation and resolution of technical issues. The role will heavily interact with our customers, Service Delivery and Sales teams with a strong focus on delivering the highest quality of services and customer experience. As a leader of these services, you will focus on the development of continuous improvement plans, strategic and operational initiatives and Service Desk technology solutions to improve overall customer experience.

You’ll need a growth mindset and the willingness to always find a way. We’ll teach you that services is our craft by asking tough questions, pushing traditional boundaries, and measuring and monitoring our customer experience. We’ll use progress as our measurement and reach the unreachable, together.

We Are

Compugen Inc., is an IT service delivery company that focuses on the business outcome of technology. We improve the human experience as organizations work to design, acquire, integrate, and operate technology for productivity improvement and competitive advantage. Compugen provides innovative technology-based services to accelerate transformation in the Modern Workspace and Hybrid IT with our uniquely crafted managed, professional, and field services. At Compugen, we believe that every day we have, is another opportunity to innovate, inspire, and impact the world for the better. Our vision is to redefine the customer experience.

What We Need

We require a seasoned Service Desk Manager, looking to work in a nurturing and supportive environment with at least 4 years of experience in a similar and high-volume role, and at least 8 years of experience in the IT industry.

We need someone who is experienced with building and growing high performing teams of various sizes. We need someone that can shift a team into an agile mindset and be adaptable to change. Curiosity will be critical to dig deep and question the status quo in order to drive continuous service improvement.

We require you to have industry qualifications and demonstrable previous experience managing Service Desk operations with a proven track record. This includes a working knowledge of contact centre technology, workforce optimization management and quality management tools.

A Typical Day looks like

In a given day, you will:
Work closely with multiple internal and external groups, including Services, Sales, and Leadership to collaborate, mentor, direct and ultimately build lasting relationships.

Monitor and assess the overall health and performance of the Service Desk by generating, reviewing and analyzing KPI’s and other key pieces of data.

Manage and respond to customer escalations and drive continuous improvement at all levels of the Service Desk.

Review Service Desk capacity and utilization to ensure staffing levels meet the demand.

Assess manual processes and always look for ways we can automate where possible.

Work with the Service Management Office to drive best practices as it relates to Quality Assurance, Training, Knowledge Management, and ITSM usage.

How You’ll be Measured

Key Performance Indicators for the Service Desk Manager role include:

Service quality

Achievement of customer outcomes and SLA’s

Adherence to Managed Services Governance Framework

Account P&L

Sales + Service Alignment

Business Relationship Management and contribution to maturity level

Required Skills & Competencies

1. Leadership and Financial Management

Recruitment, Selection, Development and Mentoring of staff

Meet performance objectives

Complete and ensure that monthly billing for select customers is completed in accordance with the billing model timelines

Reviews & verifies all third party, external, and internal costs

Manage a budget and provide input, validation, and escalation when necessary

Forecast and execute staff requirements, within financial parameters

Communicate new initiatives and upcoming services

Comfortable working with technical and non-technical staff at various levels

Strong understanding of contact center staffing and forecasting methodologies in a blended environment

Customer Satisfaction

Detailed understanding of customer contracts in order to meet performance objectives for service level agreements

Be the point of contact for issues with Service Desk services communicated by the customer, Delivery Management, Account Executive (AE) or other internal resources and initiates escalation for service issues

Identify and drive process improvements and initiatives in partnership with relevant stakeholders to resolve delivery issues, failures or adverse feedback from customers and to increase service levels and quality for the customer

Regularly solicits feedback from the customer, Delivery Management, or other teams to always have a clear understanding of how our service is being assessed

Teamwork

Work closely with the customer and internal Compugen teams to ensure the Service Desk is performing as required and make needed changes where required

Ensure delivery model (operation model) and pricing models are inline to what is being delivered or priced. Identify where there are issues for correction before proceeding with delivery.

Evaluate group skill levels, determine skill requirements, and plan for future skill demands for direct reports

Manage training programs, career paths, and employee development

Perform staff reviews and manage operational needs as required

Motivate staff through performance feedback and recognition

Prime interface to the sales and service teams and LOB’s for all service requirements

Desired Character + Culture Traits

You are a growth-minded individual with a desire to achieve a great customer experience

You coach and mentor to foster a learning and progress-oriented culture

You are nimble and can quickly adapt to change

You are curious and always looking for better and more effective ways to deliver with quality and great CX

You bring management level business professionalism, communication, and execution skills

You build high trust with everyone you meet

Your accountable to your words and actions; you do what you say