Director, End User Services

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. **

Director, End User Services**

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

Key Responsibilities:

Leadership and Strategy:

• Develop and implement the strategic vision for the End User Service department in alignment with company goals.
• Provide leadership and guidance to a team of three Senior Managers, each overseeing specific areas of the department.
• Lead, mentor, and develop a high-performing team of professionals, fostering a culture of collaboration and continuous improvement.
• Collaborate with Senior Managers to set performance expectations, conduct regular performance reviews, and provide professional development opportunities.

Service Operations and Management:

Operational Oversight:

• Provide hands-on oversight of the Service Desk, ITSM Service Delivery, and End User Services, ensuring that each operational component aligns with established service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate closely with the Senior Managers to monitor daily operations, address challenges proactively, and implement strategic improvements.

ITSM Service Delivery:

• Lead the IT Service Management (ITSM) functions, emphasizing Major Incident Management, Problem Management, and Change Management.
• Drive the development and execution of incident response and resolution procedures, ensuring timely and effective resolution of critical issues.

Service Level Agreements (SLAs):

• Define, implement, and manage comprehensive SLAs to meet client expectations for incident response, resolution times, and service request fulfillment.
• Regularly review SLAs to ensure alignment with evolving business needs and industry standards.

Performance Monitoring:

• Implement robust monitoring mechanisms to track SLA adherence and promptly address any deviations.
• Provide regular reports to stakeholders, highlighting performance against SLA metrics and areas for improvement.

Continuous Improvement:

• Collaborate with the service desk team to identify opportunities for process improvements, aiming to enhance SLA compliance and overall service quality.
• Conduct regular SLA performance reviews and adjust processes accordingly.

L1/L2 Support:

• Lead the L1 support team, focusing on providing efficient first-level technical support for incidents and service requests.
• Develop training programs to enhance the technical skills of L1 support staff.
• Implement effective ticket triage procedures to ensure the timely assignment and resolution of incidents and service requests.
• Collaborate with L2 and L3 support teams to facilitate swift escalation of complex issues.
• Oversee the development and maintenance of a comprehensive knowledge base to empower L1 support staff to resolve common issues independently.
• Encourage the documentation of recurring issues and their resolutions to streamline future problem-solving.
• Oversee the End User Services team responsible for critical aspects such as M365 administration, device imaging and patching, and Mobile Device Management (MDM).
• Ensure the implementation and adherence to best practices for end user support, security, and productivity tools.

Customer Satisfaction (CSAT):

• Implement CSAT surveys and feedback mechanisms to gauge client satisfaction with service desk interactions.
• Analyze CSAT data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience.
• Establish a continuous feedback loop with clients to understand their concerns and expectations.
• Use CSAT results to drive targeted training and development programs for the service desk team.

Service Recovery:

• Develop and implement service recovery plans for instances where CSAT scores fall below acceptable thresholds.
• Proactively address customer concerns, seeking to resolve issues and restore confidence in service delivery.

Quality Assurance:

• Establish and maintain a robust quality assurance program, conducting regular audits and assessments to measure service performance against established standards.
• Implement corrective actions and improvements based on data-driven insights and customer feedback.

Service Continuity and Innovation:

• Develop and maintain service continuity plans to mitigate risks and ensure uninterrupted service delivery during unforeseen events or disasters.
• Foster a culture of innovation within the team, encouraging the exploration and implementation of new technologies and methodologies to enhance service offerings.
• Stay abreast of industry trends, emerging technologies, and best practices to drive continuous improvement in service delivery.
• Implement process enhancements and efficiency measures to optimize service quality and customer experience.

Collaboration and Communication:

• Facilitate effective communication within the Service Delivery team and across other organizational departments.
• Collaborate with cross-functional teams to align service delivery with broader business objectives and initiatives.

Vendor Management:

• Oversee relationships with third-party vendors and partners, ensuring their alignment with service delivery standards and contractual obligations.
• Evaluate vendor performance regularly and implement improvements as necessary.

Customer Relationship Management:

• Build and maintain strong relationships with key clients, understanding their business needs and ensuring that our services align with their objectives.
• Address customer concerns promptly, working to resolve issues and enhance overall satisfaction.

Skills and qualifications, you’ll bring:

• Bachelor's degree in a relevant field; advanced degree or certification (e.g., ITIL, PMP) is a plus.
• Proven experience in a leadership role within End User Services, with a focus on Managed Services.
• Strong understanding of ITSM principles, Major Incident Management, Problem Management, and Change Management.
• Experience managing teams and fostering a collaborative work environment.
• Excellent communication skills with the ability to interact effectively at all levels of the organization and with clients.
• Demonstrated ability to develop and execute strategic and operational direction on a national level
• Proficient with defining and delivering complex service solutions to customers
• Exceptional verbal and written communication skills
• Ability to effectively collaborate with internal teams and external partners
• Solid understanding and experience with service management software such IT services management (ITSM), IT operations management (ITOM). Examples include ServiceNow, or Cherwell

Certifications (considered an asset)

• Information Technology Infrastructure Library (ITIL V3)
• Project+ Information Technology Infrastructure Library (ITIL)
• Project Management Professional (PMP) IT Service Management (ITSM)
• M365 Certifications

What you’ll love about us:

Every day, over 1500 dedicated employees across Canada focus on providing exceptional customer service and support experiences to private and public sector organizations. Since 1981, the Compugen team has developed a strong reputation with market-leading vendors and customers, for creating, implementing and supporting innovative IT solutions that delight thousands of customers.

We value and celebrate the diversity of our team and welcome applications from racially visible persons, Indigenous peoples and persons of the LGBTQ+ community.

Most importantly, we love to work hard, and we love to have fun. We’re in it to win it. **

Equity Statement**

Consistent with our commitments to equity and diversity, we actively recruit from all designated groups. We also provide employment accommodation upon request to current staff members and to applicants during the recruitment process. We aim to provide a work environment where excellence is allowed to flourish and diversity is prized. Compugen is committed to providing accommodation throughout the interview and employment process. If you require an accommodation, the hiring manager and the human resources contact will work with you to meet your needs