Helpdesk Manager

About BGBx

BGBx is an independent commercial solutions partner serving pharmaceutical and life sciences organizations. The company brings together strategists, scientists, communicators, creatives, technologists, and data specialists to help clients solve important healthcare challenges. Its teams work across consulting and communications to support strategy development, product launches, stakeholder engagement, and performance across the product lifecycle. The work is fast-paced, cross-functional, and centered on making a meaningful contribution.

Role Overview

The Helpdesk Manager will lead the daily operations of the IT helpdesk and make sure employees receive prompt, effective support for their technology needs. This role is responsible for maintaining service quality, overseeing workflows and service-level targets, and improving support processes over time. The position also partners with infrastructure and engineering teams to resolve complex issues, strengthen system performance, and align support delivery with broader IT priorities. In addition, the role supports onboarding, asset tracking, and a smooth end-user technology experience in a dynamic workplace.

Key Responsibilities

• Manage ticket intake, assessment, prioritization, and resolution while keeping service-level commitments on track.
• Serve as the escalation contact for difficult or urgent technical problems and coordinate with internal stakeholders and outside vendors when required.
• Set up, configure, and maintain employee devices and equipment, including Windows and Mac desktops/laptops, mobile phones, telephones, and other peripherals.
• Diagnose and resolve Level 1 and Level 2 issues involving hardware, software, networks, and SaaS tools.
• Support employee onboarding and offboarding, including device provisioning, access setup, and workstation changes.
• Administer user accounts, permissions, and security groups in line with internal policies.
• Work with infrastructure, network, and systems teams to solve advanced issues and improve reliability.
• Track helpdesk metrics such as ticket volume, resolution speed, and customer satisfaction, then report trends and improvement areas.
• Create, update, and expand knowledge base articles to improve self-service and first-contact resolution.
• Build and refine standard operating procedures to make helpdesk operations more efficient.
• Carry out system updates, patching, and desktop imaging to support security and performance.
• Train employees on hardware, software, and best practices for effective use of technology.
• Follow company security requirements and any applicable regulatory obligations.
• Take part in an on-call schedule and provide after-hours support when needed.

Preferred Experience and Qualifications

This role is best suited to candidates with 3 to 5 years of experience in IT support or helpdesk environments, including 1 to 2 years in a leadership role. Experience mentoring or supervising support teams in a corporate setting is preferred. Strong familiarity with Windows, macOS, iOS, Android, common hardware, Office 365, SaaS platforms, ticketing systems, and IT service management tools is important. Candidates should also understand networking basics such as TCP/IP, Wi‑Fi, VPN, and remote access tools like RDP. Hands-on experience with endpoint provisioning, device configuration, and endpoint management is valuable. Exposure to audio/visual systems, basic network infrastructure, and ITIL-style frameworks is considered an advantage. The role also calls for strong troubleshooting ability, clear communication, good interpersonal skills, a customer-focused mindset, and the ability to handle multiple priorities in a busy environment.

Compensation and Benefits

The expected annual salary for this position is CAD 105,000 to CAD 150,000. Final pay will depend on factors such as relevant experience, education, training, qualifications, and organizational requirements. Compensation is one part of a broader total rewards package.

BGBx typically offers health care insurance, retirement plans, paid time off, holidays, wellness benefits, life insurance, learning and development support, and other resources that may vary by location. The company emphasizes collaboration, innovation, inclusion, and the chance to contribute to healthcare-focused work that matters.

Equal Opportunity Statement

BGBx is an equal opportunity employer and considers all candidates without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status, or any other protected category under law.