Helpdesk Manager

About Us At BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact. As an independent commercial solutions partner to pharmaceutical and life science companies, we bring together strategists, scientists, communicators, creatives, technologists, and data experts to tackle some of healthcare's most important challenges.

Our teams work across consulting and communications to help clients shape strategy, launch innovations, engage stakeholders, and drive meaningful results throughout the product lifecycle. The work is complex, fast-moving, and deeply connected to improving lives, creating opportunities for curious minds to make a real difference every day.

If you're energized by collaboration, inspired by innovation, and motivated by work that matters, you'll find a place to grow, contribute, and make a meaningful impact at BGBx.

Helpdesk Manager Position Overview The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology needs.

The Helpdesk Manager will drive service excellence, manage workflows and SLAs, and continuously improve support processes. This individual will collaborate closely with infrastructure and engineering teams to resolve complex issues, enhance system performance, and ensure alignment with broader IT strategy. Additionally, this role plays a key part in onboarding, asset management, and maintaining a seamless technology experience for employees in a fast-paced environment.

Role Requirements

Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are consistently met

Act as an escalation point for complex or high-priority technical issues, coordinating with internal teams and external vendors as needed

Install, configure, and maintain end-user hardware and software, including desktops/laptops (PC & Mac), mobile devices, telephones, and peripherals

Troubleshoot Level 1 & 2 issues across hardware, software, networking, and SaaS applications

Support onboarding and offboarding processes, including device setup, system access, and employee moves

Manage user accounts, permissions, and security groups in alignment with company policies

Partner with infrastructure, network, and systems teams to resolve advanced technical issues and improve system reliability

Monitor helpdesk performance metrics (ticket volume, resolution time, customer satisfaction) and report on trends and improvements

Develop, maintain, and enhance knowledge base documentation to improve first-touch resolution and enable self-service

Establish and refine standard operating procedures (SOPs) to streamline helpdesk operations

Perform system updates, patch management, and desktop imaging to ensure security and optimal performance

Train and support end-users on hardware, software, and best practices

Ensure adherence to company security policies and relevant regulatory requirements

Participate in on-call rotation and provide support outside standard hours as needed

Preferred Qualifications

3-5 years of experience in IT support or helpdesk roles, with at least 1-2 years in a leadership capacity

Experience managing or mentoring IT support teams in a corporate environment

Strong knowledge of operating systems (Windows, macOS), mobile platforms (iOS, Android), and common hardware

Experience with Office 365 and other cloud-based SaaS applications

Familiarity with helpdesk ticketing systems and IT service management tools

Understanding of networking fundamentals, including TCP/IP, Wi‑Fi, VPN, and remote access tools (RDP)

Experience with device provisioning and configuration and endpoint management

Exposure to audio/visual and basic network infrastructure is a plus

Familiarity with ITIL or similar frameworks is a plus

Strong troubleshooting, problem-solving, and analytical skills

Excellent communication and interpersonal skills with a strong customer service orientation

Ability to prioritize and manage multiple tasks in a fast-paced environment

Salary Range $105,000 - $150,000 CAD

The salary range provided represents what a potential hire may expect to earn in this role at BGBx. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGBx.

What We Offer At BGBx, we invest in our people because exceptional talent drives exceptional work. We provide a competitive rewards package designed to support your health, well-being, professional growth, and life outside of work.

Our benefits package typically includes:

health care insurance

retirement plans

generous paid time off and holidays

wellness benefits

life insurance

learning and development opportunities

other resources that support our employees throughout their careers

Additional benefits may be available based on your location. Beyond benefits, you'll find a culture built on collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare and the people it serves.

BGBx is an equal opportunity employer.All applicants will be considered without regard to race, color, religion, sex, age, national origin, citizenship status, sexual orientation, disability, veteran status or any category or class of person protected by law.

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