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Added 13 mins ago
AO
Operations Manager - FNFAO - Competition 2026-96
Assembly of Manitoba Chiefs
Winnipeg, MB
- Full-time
Under the direction of the Director of Children and Families, the Operations Manager will provide high-level support and oversight to the FNFAO Family Reunification Homes. The Operations…
Added 13 mins ago
S
Manager of Lifecycle Marketing - 1 FT
SIGA
Saskatoon, SK
- Full-time
…with Loyalty, Marketing Technology, Digital Marketing, Player Development, and Market Insights to ensure seamless execution and the delivery of consistent, high‑quality, data‑driven, and…
Added 24 mins ago
MU
Associate Director, Development, Nexus Health
McMaster University
Hamilton, ON
- Full-time
The Associate Director, Development, NexusHealth, will work collaboratively with advancement and academic leadership to contribute toward major gift fundraising benefiting NexusHealth.…
Added 28 mins ago
Franchise Specialist, Business Banking - Richmond, BC/Winnipeg, MB
Scotiabank
SK · Winnipeg, SK
…responsible for meeting negotiated goals set forth by their National Director, which includes business acquisition and development within the marketplace, asset, deposit, and revenue…
Added 28 mins ago
Manager, Leadership and Employee Development
Pembina Pipeline Corporation
Calgary, AB
Pembina Pipeline Corporation is actively hiring for a Manager, Leadership and Employee Development to join the team. This position reports to the Director, Leadership, Talent and Learning…
Added 28 mins ago
Executive Director, Financial Services
Government of Alberta
AB
The Executive Director, Financial Services will report to the Assistant Deputy Minister/Senior Financial Officer in Transportation and Economic Corridors and will provide strategic…
Added 28 mins ago
Junior Full Stack Developer
Government of Alberta
AB
The Software Delivery branch is looking for six (6) Junior Full Stack Developers (FSD). Reporting to the Director, Software Development, this role supports the team in the design and…
Added 40 mins ago
IH
Executive Director
Impact HR
AB · Alberta, Canada
- Full-time
ACA advances industry interests through advocacy, industry standards, workforce development, and collaboration with government and industry partners.
Added 40 mins ago
SS
Director of Construction
Summit Search Group
Winnipeg, MB
- $220,000 to $280,000 CAD / year
- Full-time
Reporting to the Regional Vice President, the Director, Construction is the senior operating leader for a defined business unit in Manitoba, with full profit and loss (P&L) accountability…
Added 40 mins ago
CP
Food Safety & Quality Assurance Manager
Canada Packers Inc.
Brandon, MB
- Full-time
…accountability and a continuous improvement mindset to drive sustained business…
Added 40 mins ago
TP
Senior Project Manager
The Princess Margaret Cancer Foundation
Toronto, ON
- $100,000 to $120,000 CAD / year
- Contract
Reports to: Director, Foundation and Vendor Operations
Added 40 mins ago
SS
Project Manager - Operations & Compliance
Summit Search Group
Toronto, ON
- $65,000 to $75,000 CAD / year
- Contract
…projects and initiatives across Canada. Working closely with the Director of Operations and cross-functional teams, the Operations Project Manager will help bring structure, accountability,…
Added 41 mins ago
P&
Spécialiste, Ingénierie Logicielle / Specialist, Software Engineering
Pratt & Whitney
Longueuil, QC
- Full-time
Added 43 mins ago
MI
Manager, Global Internal Audit & Controls
Mondelēz International
Toronto, ON · Business Unit Head Office Gladstone - Toronto, Canada
- Full-time
…causes and provide recommendations on areas for improvement in business processes and internal controls to prevent/minimize future control…
Added 43 mins ago
Human Resources Business Partner
ATS Automation
ON · Woodbridge, ON
This position reports to the Director of Human Resources. This individual will provide human resources support for specific client groups and disciplines within the Industrial Automation –…
Added 43 mins ago
RB
Senior Director, CFO Controls Office
Royal Bank of Canada
Toronto, ON
- Full-time
Lead CFO Group through Operational Risk program transformation as launched by GRM, including development of implementation frameworks, project plans, guidance, training delivery, and design…
Added 43 mins ago
MT
Client Account Specialist
McCarthy Tétrault LLP
Calgary, AB
- Full-time
McCarthy Tétrault is a leading Canadian law firm offering a full suite of legal and business solutions to clients in Canada and around the world. With offices in Toronto, Montréal, Québec…
Added 43 mins ago
BR
City Launcher (Toronto)
Brodie Rec League
Toronto, ON
- $70,000 to $80,000 CAD / year
- Full-time
Build and keep relationships with the people who move players: coaches, trainers, gym staff, run organizers, barbers, group-chat admins, local business owners.
Added 43 mins ago
BF
Manager Client and Case Management Services
Bc Family Maintenance Agency
Victoria, BC
- Full-time
The Manager, Client and Case Management Services reports to the Director, Client Services and Operations. This position identifies the necessary resources for achieving operational…
Added 54 mins ago
IP
Group Lead, Electrical
IPS-Integrated Project Services
Vaughan, ON
- Full-time
Work with the Regional Director of Design and Human Resources to recruit, retain, mentor, and develop engineering talent.
Added 54 mins ago
R
Director, Mid-Market Mergers & Acquisitions- EN
RBC
Montreal, QC
- Full-time
…within RBC’s Corporate Client Group in Commercial Banking. As a Director, you will assume day-to-day responsibility for pitch support, end-to-end transaction execution, and the development…
Added 54 mins ago
LC
Senior Director, Pharmacy Experience and Transformation
Loblaw Companies Limited
Toronto, ON
- Full-time
…translate emerging capabilities, patient and team insights, and business opportunities into a clear transformation strategy and roadmap. They will be comfortable operating at both the…
Added 54 mins ago
LC
Merchant, Natural Foods (Super Market Division)
Loblaw Companies Limited
Brampton, ON
- Full-time
…extraordinary products and customer programs. Reporting to the Category Director, Natural Foods and working closely with the Merchant(s) you will be a member of a diverse and dynamic team…
Added 54 mins ago
GF
Product Operations Associate- Maternity Leave Contract
Gentle Fawn
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
Support with arranging & sending packages to Major accounts for Private Label Development
Added 54 mins ago
S
Coordinator Pharmacy Operations Support - Term
Sobeys
Dartmouth, NS
- Full-time
…operations efficiencies, process innovation and optimization to Director of Operations, Pharmacy District Managers and Pharmacy…

Next Level Games

Senior Helpdesk Manager

Vancouver, BC, Canada

$110,000 to $137,500 CAD / year · Full-time

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Job details

Pay: $110,000 to $137,500 CAD / year
Job type: Full-time
Apply by: Dec 27, 2026
Posting language: English
Posted: Sep 28, 2026

Original job description

WHO WE ARE
Next Level Games is a wholly owned subsidiary of Nintendo Co., Ltd.

We’ve been passionate about video game development for 20 years now, shipping award-winning games for fans across the world and still going strong. Some of our titles include Super Mario Strikers, Mario Strikers Charged, Punch-Out!!, Luigi’s Mansion: Dark Moon, Metroid Prime Federation Force, Luigi’s Mansion 3 and most recently Mario Strikers™: Battle League.

At NLG, we believe that a project finds success when we collaborate. Therefore, we place careful consideration to build an environment where everyone feels welcome and has fun in the process of achieving our shared goals.

WHAT YOU'LL BE DOING
This is a new role, and it's a foundational one. You'll take a support function that has grown organically and turn it into a mature service desk. That means building the model as much as running it: how tickets flow, what we commit to, how we track our hardware, and what “good” looks like when we measure it.

You'll lead a small front-line team and set the standard for how IT shows up for the studio. If you believe great support is a craft rather than a queue, this is your room to build. You will report to NLG’s IT Director to ensure alignment with the broader studio vision.

Please note that this is an on-site position, requiring five days per week at our Vancouver studio.

The Service Model

Design and run our ticketing workflow end to end - intake, routing, prioritization, escalation
Build automation into processes to reduce admin and free the team to focus on employee experience
Define SLAs that matter to the studio and help the team deliver on them
Establish the KPIs worth tracking - first-contact resolution, time to resolution, backlog health, CSAT - and report on them honestly
Build out self-service and a knowledge base so common problems stop being tickets at all

The End-User Experience

Own all user-facing hardware and software across the studio
Set the tone for customer service: responsive, human, and genuinely helpful
Make support proactive, not reactive - regular floor walkabouts, meeting-room and AV health checks, follow-ups after significant issues
Be the escalation point the studio trusts, and the calm one when something breaks during crunch

Assets and Hardware

Own workstation and monitor inventory end to end - accurate records, not just a spreadsheet
Run the hardware refresh cycle, including the judgment call of where machines are best placed to support development and production
Manage procurement intake, receiving, spares, and disposal

The Team

Lead, coach, and grow a small front-line team
Build a rotation and coverage model so knowledge isn't stuck with one person
Create a genuine development path from the desk into deeper technical work
Lead by example, consistently demonstrating qualities including flexibility, respect, and kindness, and helping to maintain a culture where we are all responsible for making great games for our players to enjoy

WHO WE'RE LOOKING FOR
This is a support leadership role, not a backend infrastructure one. Servers, storage, networking, and build infrastructure sit with our Systems team. If your goal is to own the studio's support experience and build a service function properly, while leading and engaging a team to high performance, this is the role for you.

IT here isn't a cost centre and doesn't behave like one. We're close to development, we care about how the studio experiences us, and we measure whether we're helping. You'll have the mandate to build this the right way, the support to do it, and IT leadership who has done it before and won't micromanage you through it.

Requirements:

Proven experience leading or anchoring a service desk in a fast-moving environment
Hands-on strength across Windows and macOS endpoint support, identity basics (AD/Entra, SSO, MFA), and common studio-adjacent tooling
Practical ownership of an ITSM/ticketing platform
A track record of building processes from the ground up and driving adoption across teams
Asset management experience, including hardware lifecycle and refresh planning
Genuine customer-service instincts - you understand business needs, take initiative and ownership, and follow through on commitments
The judgment to know when to be hands-on, when to involve the right people, and when to escalate

Nice to Haves

Game studio, VFX, animation, or other creative production experience
Familiarity with high-performance creative workstations, GPUs, and large-file workflows
Exposure to Perforce or similar version control in a production pipeline
Scripting or automation ability (PowerShell, Python) for the boring parts
Experience introducing a service model to a team that didn't have one

WHY YOU'LL LOVE WORKING HERE

Competitive annual leave and benefits, including discretionary performance bonus program, health coverage and RRSP matching
Support for mental health, financial well-being, legal assistance and more through our Employee Assistance Program
Access to our in-studio gym and extensive media library
Join a committee – board games, sports, or something else – it’s all here!
Discounted shopping for Nintendo products and merchandise at the online employee store
A workplace that values inclusivity and encourages continuous growth
A chance to be part of Nintendo, creating award winning games that make an impact

The hiring range for this position is $110,000 to $137,500 CAD annually and is subject to change. The final base salary compensation will be based on factors such as skills, education, and experience.

At NLG, we know the best teams are made up of players with different skills, perspectives, and experience. We're committed to creating a workspace where everyone can contribute and feel included. If you need any accommodations during the hiring process, please contact careers@nextlevelgames.com, and we will do our best to support your needs.

We wish to thank all applicants in advance; however, only those under consideration will be contacted. We are currently only considering applicants who already have work eligibility and are residing in or willing to relocate to Metro Vancouver.

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More about this job

Responsibilities

You will design and manage the studio's service desk, including ticketing workflows, hardware inventory, and service level agreements. Additionally, you will lead and coach a front-line team to ensure high-quality, proactive IT support for all studio employees.

Requirements

The role requires proven experience leading a service desk in a fast-paced environment and strong technical proficiency with Windows, macOS, and identity management systems. Candidates must demonstrate a track record of building processes from the ground up and possess excellent customer service instincts.

Skills

Service desk management
ITSM
Ticketing workflow
Hardware lifecycle management
Windows support
macOS support
Identity management
AD/Entra
SSO
MFA
Automation
Team leadership
Customer service
Asset management
Procurement
KPI reporting

Benefits

Annual leave
Performance bonus program
Health coverage
RRSP matching
Employee Assistance Program
In-studio gym
Media library
Discounted shopping for Nintendo products

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
ITSM
Windows
macOS
Active Directory
Entra
SSO
MFA
Hardware Refresh
Asset Management
KPI
SLA
Automation
PowerShell
Python
Perforce
Game Development
Endpoint Support
Procurement
Technical Leadership
IT Support
Ticketing System
Customer Experience
Inventory Management
Studio Operations

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