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Added 6 mins ago
Senior Manager, Strategy & Operations
Loblaw Digital
Toronto, ON
Full-time
More than 5 years of work experience in a relevant field with demonstrated cross-functional project leadership experience. This is a great opportunity for those with experience in…
Added 7 mins ago
Digital & Email Marketing Manager
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Montreal, QC
Reporting to the Director, Digital Marketing, Ecommerce, PR & Social Media, the Digital & Email Marketing Manager partners closely with Ecommerce, Merchandising, Brand, and CRM teams to…
Added 21 mins ago
Office Director, Labrador City
BBA Consultants
Montreal, QC
Full-time
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Added 21 mins ago
Office & Talent Specialist
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Full-time
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Added 21 mins ago
Corporate Credit Analyst – Winter 2027 Intern
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Internship
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Senior Manager Project Controls
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Added 21 mins ago
Principal Contract Management Spec
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…$500M under supervision of the Contracts Manager/Contracts Director. Reports to the Contracts Manager/Director. Manages Graduate Trainees Contracts Administrators and/or Contracts…
Added 21 mins ago
Director, Internal Controls & Finance Transformation
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Toronto, ON
$140,000 to $170,000 CAD / year
Full-time
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Added 21 mins ago
Associate Director, Broadcast Creative Producer
Klick
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Full-time
The Associate Director, Creative Production leads the delivery of broadcast, video, and integrated content from early creative development through final asset delivery. Working closely with…
Added 21 mins ago
Senior Cybersecurity Specialist / Focused Education Resources
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Under the direction of the Director of Cybersecurity Services, the Senior Cybersecurity Specialist will provide subject matter expertise in cybersecurity and data governance to members of…
Added 21 mins ago
Senior Art & Design Career Manager - EA SPORTS™ UFC
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Full-time
Reporting to the Senior Creative Director, the Senior Art & Design Career Manager (CM) is a high-level organizational leader responsible for the long-term career progression, discipline…
Added 22 mins ago
Office & Talent Specialist
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Provide coordination and administrative support across Talent initiatives, including HR Business Partnership, Learning & Development, Employee Experience, and Talent Management.
Added 37 mins ago
Business Systems ERP Analyst - Finance /L’analyste principal systèmes financiers (ERP)
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This position reports to the Director of Accounting within the corporate finance function.
Added 37 mins ago
Associate Director - Lead Application Support Specialist, GED Support
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Added 37 mins ago
Ingénieur Senior, Mécanique - Senior engineer, Mechanical
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Added 52 mins ago
Office Director, Labrador City
BBA Consultants
Labrador City, NL
Full-time
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Added 52 mins ago
Office Director, Labrador City
BBA Consultants
Sept-Îles, QC
Full-time
As Office Director, you’ll build on BBA’s long-standing relationships with clients while leading the continued growth of our presence in Labrador West. Working closely with the St. John’s…
Added 52 mins ago
Office Director, Labrador City
BBA Consultants
Quebec, QC
Full-time
As Office Director, you’ll build on BBA’s long-standing relationships with clients while leading the continued growth of our presence in Labrador West. Working closely with the St. John’s…
Added 52 mins ago
Office Director, Labrador City
BBA Consultants
Saguenay, QC
Full-time
As Office Director, you’ll build on BBA’s long-standing relationships with clients while leading the continued growth of our presence in Labrador West. Working closely with the St. John’s…
Added 52 mins ago
Office Director, Labrador City
BBA Consultants
St. John's, NL · Greater St. John's Metropolitan Area
Full-time
As Office Director, you’ll build on BBA’s long-standing relationships with clients while leading the continued growth of our presence in Labrador West. Working closely with the St. John’s…
Added 52 mins ago
Office Director, Labrador City
BBA Consultants
Mont-Saint-Hilaire, QC · Mont-St-Hilaire, QC
Full-time
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Added 52 mins ago
Manager, Land Development Accounting
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Reporting to the Director, Land Development Accounting, this is a hands-on role overseeing the accounting and financial reporting for a portfolio of land development and holding companies.…
Added 52 mins ago
Government Relations Director
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Strong organizational and project management skills, with the ability to prioritize, meet deadlines, and manage multiple initiatives concurrently.
Added 53 mins ago
Media Relations Specialist
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Winnipeg, MB
Reporting to the Director, Public Affairs, the Media Relations Specialist provides professional media relations for the Canadian Museum for Human Rights (CMHR). The special focus of this…
Added 53 mins ago
Director of Parks and Recreation
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Brandon, MB
The Director of Parks and Recreation provides strategic leadership, direction, and oversight for the delivery of Parks and Recreation Services, including Parks and Greenspaces, Recreation…

Next Level Games

Senior Helpdesk Manager

Vancouver, BC, Canada

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

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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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