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Added 6 mins ago
Maintenance Manager
Jamieson Wellness Inc.
Windsor, ON
$80,550 to $120,850 CAD / year
Full-time
…budget, and drive maintenance excellence. You will directly lead a Maintenance Supervisor and a Maintenance Planner, while providing strategic leadership to a team of skilled trades…
Added 6 mins ago
Data Platform Engineer
AgileGrid Solutions
Canada
Full-time
The Data Engineering - Level 4 role at McKesson offers a unique opportunity to lead the development and optimization of our enterprise data infrastructure. As a senior member of the data…
Added 6 mins ago
Production Staff
Sinclair Technologies
Aurora, ON
$17.6 to $19.6 CAD / hour
Contract
Check-in process quality of products as per the production standard
Added 6 mins ago
Engineering Manager
HR Solutions
London, ON
Full-time
Lead, mentor and develop the engineering team (engineers, EITs, designers/drafters) through objectives, feedback, performance management, and career development plans.
Added 6 mins ago
IAM System Engineer
Mindlance
Toronto, ON
$80 to $95 CAD / hour
Contract
Lead the full lifecycle of authentication-service implementations, from business and project handoff through installation, configuration, development, testing, deployment, and production…
Added 6 mins ago
Operations Excellence Project Manager
Agrocrop Exports Ltd.
Bolton, ON
Full-time
The successful candidate will be a hands-on change agent who spends significant time on the production floor, works directly with leaders and frontline employees, and converts improvement…
Added 6 mins ago
Senior Buyer / Planner
Pleora Technologies
Ottawa, ON · Kanata, ON
Full-time
Develop and maintain material and production plans based on customer demand, forecasts, inventory levels, supplier lead times, and manufacturing capacity.
Added 7 mins ago
General Manager - Auto Body (Saskatoon)
Boyd Group Services
Saskatoon, SK
Full-time
…in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career…
Added 22 mins ago
Agentic AI Lead
Royal Bank of Canada
Toronto, ON
Full-time
Lead complex AI projects from conception to production, including solution architecture and system design
Added 22 mins ago
Sr Android Engineer
Royal Bank of Canada
Toronto, ON
Full-time
Providing technology and application development expertise – Lead analysis, design, coding, testing, tracking and deployment
Added 22 mins ago
Lead ML Platform Engineer
Royal Bank of Canada
Calgary, AB
Full-time
Implementing monitoring solutions to identify system bottlenecks and production issues;
Added 22 mins ago
Construction Coordinator
Archadeck of Nova Scotia
Halifax, NS
$42,000 to $60,000 CAD / year
Full-time
Act as a liaison between clients, lead carpenters, subcontractors, vendors, and the production team to ensure smooth project execution.
Added 37 mins ago
Data Platform Engineer
Xanadu
Toronto, ON
Full-time
7+ years in data engineering, with 2+ years in a lead or architect capacity
Added 37 mins ago
Finance Director
Enel North America
Canada
Full-time
…resources, with the objective of meeting business goals for production while minimizing unscheduled equipment down time. Provide day-to-day maintenance activities and provide…
Added 37 mins ago
Senior Linear Water and Wastewater Infrastructure Engineer
Chisholm Fleming and Associates
Markham, ON
Full-time
Coordinate with and direct CAD production activities for design production
Added 52 mins ago
Manager, Quality
Pursuit Aerospace
Pointe-Claire, QC
Full-time
…integrity of all systems, processes, and procedures related to the production of manufacturing components. The successful candidate will drive a lean culture and problem-solving mindset…
Added 1 hour ago
Responsable de projet - Changement Produit (PCL) Systèmes de Carburant / Project Manager - Product Change Leader Fuel systems
Airbus Aircraft
Mirabel, QC
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Leader des projets depuis le lancement jusqu'à la mise en œuvre en production et en service, à travers toutes ses phases, c'est-à-dire le développement, la conception détaillée, la…
Added 1 hour ago
Senior Financial Analyst, FP&A
Stelumar Advanced Manufacturing Inc.
Canada
Full-time
Develop and maintain the in-year financial models reflecting production volume, yield, scrap, labor/machine rates, and overhead absorption.
Added 1 hour ago
Senior Manager, Procurement
MDA
Sainte-Anne-de-Bellevue, QC
Full-time
Lead, develop, and engage a team of procurement supervisors and/or managers responsible for procurement operations.
Added 1 hour ago
Food Production Sanitation Lead
GDI Integrated Facility Services
Belleville, ON
Full-time
Managing/ Supervising a group of 10-12 Sanitation Cleaners in a food production environment.
Added 1 hour ago
Principal AI Engineer
Royal Bank of Canada
Calgary, AB
Full-time
…development, and implementation of data solutions, as well as lead, mentor, and grow a team of talented data engineers. This role requires strong data engineering skills and leadership,…
Added 1 hour ago
Senior Solutions Architect, IAM-2
Royal Bank of Canada
Toronto, ON
Full-time
Deliver architectures and designs in both agile and iterative waterfall project delivery models. Propose and lead delivery teams through phased solution delivery approaches to improve the…
Added 2 hours ago
Lead Mobile Engineer- React Native
AI Interviews
Toronto, ON · Greater Toronto Area, Canada
Full-time
We are seeking a Senior/Lead React Native Engineer with 8+ years of mobile engineering and 5+ years of production React Native experience.Strong expertise in React Native 0.76+, New…
Added 2 hours ago
Business Development Executive, Financial Services
Avant Imaging & Information Management, Inc.
Toronto, ON · Scarborough, ON
Full-time
…experienced seller who can build a pipeline, open doors and lead complex opportunities from initial outreach through signed…
Added 2 hours ago
Ingénieur Électrique Application Clients - Customer Application Engineer
GE Vernova
Saint-Tite-des-Caps, QC
Full-time
The Lead Application Engineer is a technical leader within the engineering team. You will contribute to the commercial strategy through their technical and economic understanding of the…

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

Apply About employer

Applications open in a new tab.

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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