Helpdesk Manager

About BGBx

BGBx is an independent partner providing commercial solutions to pharmaceutical and life science companies. Combining expertise from strategists, scientists, creatives, technologists, and communicators, we address key healthcare challenges. Our work spans consulting and communications, helping clients with strategy, product launches, and stakeholder engagement to achieve impactful results. We foster a collaborative, innovative environment with meaningful work that improves lives.

Role Overview

The Helpdesk Manager will lead daily IT Helpdesk operations to ensure efficient and timely support for all technology users. Responsibilities include managing workflows, service level agreements, and processes to enhance support quality. The role requires working closely with infrastructure and engineering teams to resolve complex issues, optimize system performance, and align with overall IT strategies. The manager will also oversee onboarding, asset management, and maintain smooth technology experiences in a dynamic work setting.

Key Responsibilities

• Manage intake, prioritization, and resolution of IT support tickets, consistently achieving service level targets.
• Serve as the escalation point for complex or urgent technical matters, coordinating with internal teams and external vendors.
• Install and maintain hardware and software for end-users, including PCs, Macs, mobile devices, phones, and peripherals.
• Troubleshoot Level 1 and 2 issues across hardware, software, networking, and SaaS applications.
• Support employee onboarding and offboarding processes, including device setup and system access.
• Administer user accounts, permissions, and security groups following company policies.
• Collaborate with infrastructure, network, and systems teams to address advanced technical problems and improve system reliability.
• Monitor and report on helpdesk metrics such as ticket volumes, resolution times, and customer satisfaction.
• Maintain and enhance knowledge base documentation to improve resolution times and support self-service.
• Develop and refine standard operating procedures to optimize helpdesk operations.
• Perform updates, patching, and desktop imaging to ensure security and system performance.
• Provide training and assistance to users on hardware, software, and IT best practices.
• Ensure compliance with company security policies and applicable regulations.
• Participate in on-call schedules and offer support outside regular hours as needed.

Preferred Qualifications

• Three to five years of experience in IT support or helpdesk roles, including one to two years in a leadership position.
• Proven experience managing or mentoring IT support teams in a corporate setting.
• Expertise with Windows and macOS operating systems, mobile platforms like iOS and Android, and common hardware.
• Familiarity with Office 365 and other cloud-based SaaS software.
• Experience using helpdesk ticketing and IT service management systems.
• Understanding of networking basics such as TCP/IP, Wi-Fi, VPN, and remote access tools like RDP.
• Knowledge of device provisioning, configuration, and endpoint management.
• Bonus: Exposure to audio/visual and network infrastructure technologies.
• Knowledge of ITIL or similar frameworks is advantageous.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent communication and interpersonal skills focused on customer service.
• Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.

Compensation

The expected salary range for this role is 105000 to 150000 Canadian dollars annually. Actual salary depends on experience, education, skills, and organizational needs. Salary is part of a comprehensive total rewards package.

Benefits and Culture

BGBx values exceptional talent and offers a competitive benefits package supporting health, well-being, professional development, and work-life balance. Benefits include health insurance, retirement plans, paid time off, wellness programs, life insurance, learning opportunities, and additional location-specific perks. Our workplace culture emphasizes collaboration, innovation, inclusion, and making meaningful contributions to healthcare.

Equal Opportunity

BGBx is committed to equal employment opportunity and considers all applicants fairly regardless of race, religion, gender, age, nationality, sexual orientation, disability, veteran status, or any protected characteristic under law.