Job Title

Operations Manager- Onsite

Vacancy No

VN9334

Company Name

Compugen Inc

Work Location

Richmond Hill, ON

Pay Range / Rémunération

Base Compensation: $100000-$130000 Annually *range is not inclusive of variable compensation (if applicable). Total Cash Compensation: $105000-$140000 Annually (range is inclusive of variable compensation if applicable)

Pipeline Posting

Yes

Job Details

###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. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

###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.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

###Position Overview:

The Operations Manager, is a senior, hands-on leader accountable for the day-to-day delivery of end user support services for a Canadian Financial Institution across corporate locations and distributed sites. This role serves as the primary client contact point for operational matters, providing strong governance, communication, and accountability across Service Desk and Deskside/Field Support functions.

This position directly manages Deskside leadership (including Supervisors) and provides operational direction to the broader analyst team, while also remaining technically capable of leading escalations and support priority incidents when required. The Operations Manager ensures consistent service delivery, ticket quality, SLA performance, reporting, and continuous improvement. The role also oversees operational readiness and tool/process alignment across the environment, including ITSM/ITAM workflows, knowledge management, asset lifecycle support, dispatch coordination, and executive/VIP white glove experience.

###Key Responsibilities:

• Act as the primary operational contact for end‑user support services, ensuring clear communication, priority alignment, and effective issue resolution.
• Lead day‑to‑day service desk and deskside support operations, including incident/request management, escalations, and major incident coordination.
• Oversee onsite Level 2 support across multiple locations, ensuring consistent service delivery, effective dispatch, and VIP/white‑glove support.
• Provide technical leadership and hands‑on escalation support across Windows, Microsoft 365, endpoint management (Intune), identity/access, and workplace technologies.
• Drive service quality through strong ticket hygiene, trend analysis, SLA/KPI management, and continuous improvement initiatives.
• Ensure accurate ITSM and ITAM practices, including reporting, asset lifecycle management, and operational documentation.
• Manage inventory, device deployment/refresh activities, and vendor/OEM coordination, ensuring secure handling of assets in a regulated environment.
• Lead and develop support staff, including hiring, onboarding, coaching, scheduling, and performance management.

###Skills & Qualifications:

• Post‑secondary education in Computer Science or a related field, or equivalent experience.
• 7+ years of enterprise end‑user support experience; 3+ years in a people leadership role.
• Strong knowledge of Windows 10/11, Microsoft 365, Active Directory/Azure AD, and modern endpoint management (Intune).
• Experience with ITSM tools (e.g., ServiceNow, Cherwell), operational reporting, and SLA management.
• Solid understanding of IT asset management and device lifecycle processes.
• Working knowledge of PowerShell and automation concepts.
• Excellent communication skills with the ability to engage technical teams and executive stakeholders.
• Strong organizational skills and ability to manage competing priorities in a high‑demand environment.
• ITIL v3/v4 certification preferred.

###What Compugen Offers You:

• Exciting, fast-paced challenging work environment
• A culture where authenticity and diversity are valued
• Professional development
• Participation in Women in Technology Network
• Opportunities to give back to our local communities
• Collaborative supportive team members
• Remote work/hybrid work options
• Work/life flexibility

###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. If you require an accommodation, our People & Culture representatives will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.