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About BGBx

BGBx is an independent commercial solutions partner supporting pharmaceutical and life science organizations. The company brings together strategists, scientists, communicators, creatives, technologists, and data specialists to solve important healthcare challenges. Its work spans consulting and communications, helping clients build strategy, launch new solutions, engage stakeholders, and create measurable impact across the product lifecycle.

This is a fast-paced, collaborative environment for people who enjoy innovation, teamwork, and work that contributes to meaningful outcomes.

Role overview

The Helpdesk Manager will lead the daily operations of the IT helpdesk and ensure employees receive prompt, effective support for their technology needs. The role is responsible for service quality, workflow management, SLA performance, and ongoing process improvement. It also requires close partnership with infrastructure and engineering teams to solve complex problems, strengthen system reliability, and align support operations with the wider IT strategy.

This position also supports onboarding, asset tracking, user provisioning, and the overall employee technology experience in a demanding corporate environment.

Key responsibilities

Lead the intake, categorization, prioritization, and closure of support tickets while consistently meeting service-level targets.
Serve as the escalation contact for difficult or urgent technical issues and coordinate with internal specialists and outside vendors when required.
Set up, configure, and maintain employee devices and equipment, including Windows and Mac desktops and laptops, mobile devices, phones, and peripherals.
Resolve Level 1 and Level 2 issues related to hardware, software, networking, and SaaS tools.
Support employee onboarding and exit processes, including device preparation, account setup, and access changes for internal moves.
Administer user accounts, access rights, and security groups in line with company policies.
Work with infrastructure, network, and systems teams to solve advanced technical issues and improve reliability.
Track helpdesk metrics such as ticket volume, turnaround time, and customer satisfaction, then share trends and improvement ideas.
Build, update, and improve knowledge base articles to raise first-contact resolution and encourage self-service.
Create and refine standard operating procedures to make helpdesk workflows more efficient.
Carry out updates, patching, and desktop imaging to maintain security and performance.
Train employees on hardware, software, and recommended usage practices.
Ensure support activities follow internal security requirements and applicable regulatory standards.
Participate in an on-call rotation and provide support outside normal working hours when needed.

Required experience and qualifications

3 to 5 years of experience in IT support or helpdesk roles, including 1 to 2 years in a leadership position.
Background in managing or mentoring support staff in a corporate setting.
Strong working knowledge of Windows, macOS, iOS, Android, and common hardware.
Hands-on experience with Office 365 and other cloud-based SaaS applications.
Familiarity with helpdesk ticketing platforms and IT service management tools.
Understanding of core networking concepts such as TCP/IP, Wi-Fi, VPN, and remote access tools like RDP.
Experience with device provisioning, configuration, and endpoint management.
Exposure to audio/visual equipment and basic network infrastructure is an added advantage.
Knowledge of ITIL or similar service frameworks is considered a plus.
Strong analytical thinking, troubleshooting ability, and problem-solving skills.
Excellent communication and people skills with a strong customer-service mindset.
Ability to manage multiple priorities in a fast-moving environment.

Compensation and benefits

The salary range for this role is CAD 105,000 to CAD 150,000 annually. Final compensation depends on a range of factors, including direct and indirect experience, education, training, demonstrated qualifications, and organizational need.

BGBx offers a competitive rewards package that may include health care insurance, retirement plans, generous paid time off, holidays, wellness benefits, life insurance, learning and development support, and other career resources. Some benefits may vary by location.

Equal opportunity statement

BGBx is an equal opportunity employer and considers all applicants without discrimination based on race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status, or any other protected category.

Helpdesk Manager