Service Desk Team Leader - Remote

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. 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.

Position Overview: The Supervisor, Deskside is a hands-on “player/coach” responsible for leading a team of Deskside Support Analysts while also providing onsite Level 2 support to deliver a high-quality end-user experience across multiple locations for a Canadian Financial Institution. This role oversees daily ticket queue operations, prioritization, dispatch/coverage planning, and escalations, ensuring service levels and customer expectations are consistently met.

In addition to people leadership, the Supervisor, Deskside supports user access and administration through Active Directory and Azure AD, leads troubleshooting efforts for escalated incidents, and coordinates hardware/software lifecycle activities across Windows and Microsoft 365 environments. This role drives operational excellence through strong governance, reporting, process documentation, knowledge management, inventory controls (including hot spares), and continual service improvement. The Supervisor acts as a trusted technical partner to business stakeholders, including VIP users, through clear communication, timely resolution, and adherence to security and change control practices expected in a regulated environment.

Lead and support Deskside Support Analysts across multiple sites, providing daily direction, coaching, scheduling, and coverage planning.

Act as the primary escalation point for complex technical issues, customer concerns, and priority incidents.

Manage incident and request queues, ensuring timely triage, assignment, resolution, and strong ticket hygiene aligned to ITIL practices.

Provide hands‑on Level 2 deskside support as needed, including Windows, Microsoft 365, Active Directory/Azure AD access, hardware, and peripherals.

Deliver professional, white‑glove support for VIP users with discretion, urgency, and clear communication.

Oversee asset and inventory activities, including hot spares, device tracking, repairs, refreshes, and support for office moves or after‑hours work.

Monitor service performance and trends, contribute to reporting and service reviews, and drive continuous improvement through documentation and knowledge sharing.

Promote consistent service delivery standards across all locations while supporting onboarding and training of new team members.

Post‑secondary education in Computer Science or a related field, or equivalent hands‑on experience.

5+ years of end‑user/deskside support experience, including 2+ years in a senior, lead, or supervisory role.

Strong knowledge of Windows 10/11, Microsoft 365, and common enterprise applications.

Hands‑on experience with Active Directory, Azure AD, and Intune/endpoint management concepts.

Experience with ITSM tools (ServiceNow preferred; Cherwell an asset) and ITIL‑aligned service operations (ITIL v3/v4 a plus).

Strong troubleshooting skills across hardware, software, and connectivity, with a structured, customer‑first approach.

Working knowledge of PowerShell and use of remote support tools (e.g., ability to prioritize and manage competing demands.

Comfortable working in a regulated environment, following documented procedures, supporting occasional overtime, and coaching others to do the same .

A culture where authenticity and diversity are valued

Participation in Women in Technology Network

Opportunities to give back to our local communities

Remote work/hybrid work options

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.