Manager, IT Helpdesk

Job Description Summary

As the Manager, IT Helpdesk, you will lead a team of support professionals to provide high-quality, timely technical IT support. This role will involve managing staff, optimizing service delivery, ensuring user satisfaction, and maintaining system reliability and security.

Partnering with technology and business leaders, you will contribute to the IS leadership team, shaping the vision for IT service delivery to support business objectives and enhance employee experience. As the ideal candidate, you will have a strong technical background, a passion for building high-performing support teams, and leveraging modern tools to continuously improve service quality and efficiency. This position will offer a meaningful impact if you are a leader focused on operational excellence, process improvement, and technological enablement.

Job Description

Duties and Responsibilities

• Lead, mentor, and develop the IT Help Desk team, fostering a culture of accountability, collaboration, and continuous improvement

• Oversee daily help desk operations, including ticket intake, prioritization, escalation

• Ensure consistent delivery of high-quality technical support aligned with defined service level agreements (SLAs) and manage incident management processes, including major incident response, coordination, communication, and post-incident reviews (RCA)

• Partner with other IT functions (Infrastructure, Security, Applications) to ensure seamless service delivery and rapid incident resolution

• Ensure compliance with internal policies, regulatory requirements and IT security standards and contribute to IT planning, budgeting, and resource allocation

Knowledge and Qualifications

• Bachelor’s degree with 8+ years of progressive IT experience, including 3+ years of experience as an IT team led or manager in enterprise management

• ITIL certification or familiarity with ITIL/ITSM frameworks
  Strong understanding of IT management best practices with demonstrated experience leading development and delivery of cloud applications or services

• Demonstrated experience leading product management, operations, service delivery or application support and experience providing technical solutions and architecture capabilities

• Experience building and developing high performance teams, in an onsite, hybrid, remote and global environment

• Strong hands-on technical experience, including recent work with cloud services

#LI-KL1 #Onsite

STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

The annual salary for this job ranges from:

$113,900.00 - $170,900.00

STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package including health benefits, retirement savings, and more.