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Delivery Lead


The candidate is expected to take a proactive approach to the position. Emphasis should be placed on meeting the existing Service Level Agreement, maintaining a positive customer relationship, and improving efficiency through ongoing process evaluation.


Deskside Support:

  • Daily supervision of all deskside support requests to. Responsible for overall supervision of open deskside problem tickets in the Compugen queue.
  • Responsible for ensuring that service level agreement targets for deskside support are achieved.
  • First level of escalation by technicians for support specific to customer desktop technology, including client dissatisfaction or special requests and customer requests for priority service response.
  • Coordinate and schedule additional resources as required.
  • Provide reporting on server service delivery history, equipment failure trends and make
  • recommendations.
  • Responsible for Compugen pool of equipment and spare parts.
  • Ensure that staff coverage and rotation is consistent with the requirements of the site. 
  • Rotation for 7x24 after-hours service on call.
  • Provide technical support assistance to other technicians involved with account support work.
  • Ensure that each technician is meeting his or her call completion targets.
  • Escalate any service related issues that are not resolved to senior management in a timely manner.
  • New technical staff orientation, other than project staff.
  • Assistance in the development of technical processes.


  • College or University education in Electronics or Computer Science
  • A+ Certification
  • Experience with three (3) Operating Systems
  • Over  four (4)   years of related job experience or equivalent
  • Superior  written and verbal communication skills
  • A sense of urgency to complete tasks and assignments
  • Ability to diffuse tense  customer situations and project a positive, confident outlook
  • Ability to transfer knowledge and experiences to other technicians
  • High level of integrity and honesty
  • Ability to take direction and follow practices and procedures consistently and accurately
  • Superior  time management skills
  • Ability to work independently as well as in a team environment 
  • Experience with two or more desktop productivity suites 
  • Must have a valid driver’s license and vehicle
  • Must be able to lift a minimum of 40 lbs. on a regular basis
  • Must have a strong technical background.
  • Must have good leadership skills, background experience in a Leadership role would be an asset.
  • Must have excellent communications skills.
  • Must have knowledge of desk-side and break-fix type of work.
  • Printer knowledge an asset.


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  • Job ID: 2018-5715
  • Location: Toronto
  • Category: Technical Services & Consulting
  • # of Openings: 1
  • # of Openings Remaining: 1
  • Type: Permanent Full Time

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