Helpdesk Manager

About BGBx

BGBx is an independent partner to pharmaceutical and life sciences organizations, combining strategy, science, communications, creative work, technology, and data expertise to solve important healthcare challenges. The company supports clients across consulting and communications, helping shape strategy, introduce new offerings, engage key audiences, and deliver outcomes across the product lifecycle.

The environment is fast-paced, collaborative, and centered on work that contributes to improving lives. It is suited to people who enjoy innovation, teamwork, and making a tangible impact.

Role Overview

The Helpdesk Manager will oversee the daily functioning of the IT helpdesk and make sure employees receive prompt, reliable support for their technology needs. This role focuses on service quality, workflow management, SLA adherence, and continuous process improvement.

The position works closely with infrastructure and engineering teams to handle complex technical issues, strengthen system performance, and keep helpdesk operations aligned with broader IT priorities. It also supports onboarding, asset control, and a smooth workplace technology experience in a dynamic setting.

Key Responsibilities

• Manage incoming support requests, triage and prioritize tickets, and ensure service-level targets are consistently achieved.
• Serve as the escalation contact for difficult or urgent technical issues while coordinating with internal specialists and outside vendors when required.
• Set up, configure, and maintain employee devices and equipment, including Windows and Mac desktops/laptops, mobile devices, phones, and peripherals.
• Resolve first- and second-line problems involving hardware, software, network connectivity, and SaaS tools.
• Support employee onboarding and offboarding by preparing devices, granting access, and handling employee moves.
• Administer user accounts, permissions, and security groups according to internal policy.
• Work with infrastructure, networking, and systems teams to solve advanced issues and improve reliability.
• Track helpdesk metrics such as ticket volume, resolution times, and user satisfaction, then share trends and improvement opportunities.
• Create, update, and improve knowledge base articles to increase 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 maintain security and performance.
• Coach and assist end users on devices, software, and best practices.
• Ensure support activities follow company security policies and applicable regulatory requirements.
• Take part in an on-call rotation and provide out-of-hours support when needed.

Preferred Background

Ideal candidates bring 3 to 5 years of experience in IT support or helpdesk functions, including 1 to 2 years in a leadership role. Experience mentoring or managing support staff in a corporate environment is highly valued.

Strong familiarity with Windows, macOS, iOS, Android, common hardware, Office 365, cloud-based SaaS applications, ticketing tools, and IT service management platforms is expected. A working understanding of networking concepts such as TCP/IP, Wi-Fi, VPN, and remote access tools is also important.

Experience with device provisioning, endpoint management, audio/visual support, and basic network infrastructure is a plus. Exposure to ITIL or similar service frameworks is also beneficial. The role calls for strong troubleshooting ability, analytical thinking, clear communication, customer focus, and the capacity to juggle multiple priorities in a busy environment.

Compensation

The expected annual salary range for this role is CAD 105,000 to CAD 150,000. Final pay will depend on factors such as relevant experience, education, training, qualifications, and organizational needs. Salary is one part of the overall rewards package.

Benefits and Workplace Culture

BGBx offers a competitive package intended to support well-being, professional growth, and life outside work. Typical benefits include health insurance, retirement plans, generous paid time off and holidays, wellness benefits, life insurance, learning and development support, and other resources. Some benefits may vary by location.

The culture emphasizes collaboration, innovation, inclusion, and the chance to contribute to meaningful work in healthcare.

Equal Opportunity

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