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Added 1 hour ago
BlackBerry Radar- Senior Manager, Strategic Accounts & Customer Success
BlackBerry
Toronto, ON · Waterloo, ON
Full-time
Provide senior leadership and direction on complex customer opportunities, challenges and escalations.
Added 1 hour ago
Senior Security Specialist - Cloud (Global Security)
Royal Bank of Canada
Toronto, ON
Full-time
Strong technical understanding in a variety of hardware and software platforms (Linux & Windows)
Added 6 hours ago
Senior Embedded Software Designer
Kepler Communications Inc.
Toronto, ON
Full-time
Build and maintain low-level software components including device drivers, kernel modules, hardware interfaces, and platform services
Added 6 hours ago
Senior Project Engineer - Systems Engineer
General Dynamics Missions System International
Ottawa, ON
$110,000 to $135,000 CAD / year
Full-time
Proven experience with electronics hardware-oriented product development NPI
Added 8 hours ago
Software Developer Co-op - Platforms (Winter Term - December - April 2027)
Ross Video
Ottawa, ON · Nepean, ON
Full-time
Working with a development team at the Ottawa Research and Development facility, and reporting to a senior developer, the successful candidate will experience first-hand the highs and lows…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Ottawa, ON · Kanata, ON
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Ottawa, ON
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Montreal, QC · Saint-Laurent, QC
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Vancouver, BC
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Toronto, ON
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Calgary, AB
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 8 hours ago
Software Developer Embedded Systems II (Co-op) – Canada
Cisco
Montreal, QC
Full-time
As an Embedded Systems Software Developer Co-op, you will play a key role in advancing the architecture, scalability, and performance of Cisco’s core networking systems and platforms. You…
Added 10 hours ago
Project Manager/Leader – Senior - RQ00810
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for a highly experienced Senior Project Manager/Leader to provide project management leadership for large-scale, complex, high-profile, and high-risk OPS I&IT initiatives.…
Added 10 hours ago
Project Manager/Leader – Senior - RQ00810
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for a highly experienced Senior Project Manager/Leader to provide project management leadership for large-scale, complex, high-profile, and high-risk OPS I&IT initiatives.…
Added 10 hours ago
Project Manager/Leader – Senior - RQ00810
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for a highly experienced Senior Project Manager/Leader to provide project management leadership for large-scale, complex, high-profile, and high-risk OPS I&IT initiatives.…
Added 10 hours ago
Senior Embedded Software Developer
Hewlett Packard Enterprise
Ottawa, ON · Kanata, Ontario, Canada
$114,300 to $164,300 CAD / year
Full-time
We are looking for a Senior Embedded Software Developer with strong expertise in Embedded Linux, C/C++ programming, and embedded systems development. The ideal candidate will develop…
Added 11 hours ago
Senior Computational Quantum Physicist
Nord Quantique
Sherbrooke, QC
$150,000 to $180,000 CAD / year
Full-time
…Leaning on more than a decade of vertical integration of quantum hardware, we are leveraging a comprehensive pool of quantum technology and micro-electronic infrastructure to deploy our…
Added 12 hours ago
Co-op Winter 2027 - Systems Integration, Verification, and Validation - 8-12 months
General Dynamics Missions System International
Calgary, AB
Internship
Execute verification and validation tasks according to established procedures and under guidance from senior engineers.
Added 13 hours ago
VP, IT Operations
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Markham, ON
Full-time
…software, while IT Operations owns the reliability, support and hardware lifecycle required to run those platforms…
Added 13 hours ago
Sr. PMO Project Manager/Chef de projet senior, PMO
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Full-time
Experience managing cross-functional initiatives in a technology, software, hardware, gaming, manufacturing, creative production, or product development environment.
Added 14 hours ago
Senior Helpdesk Manager
Next Level Games
Vancouver, BC
$110,000 to $137,500 CAD / year
Full-time
…running it: how tickets flow, what we commit to, how we track our hardware, and what “good” looks like when we measure…
Added 14 hours ago
Desktop Administrator
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Accurately troubleshoots, installs and configures software and hardware on end user computer, peripherals and infrastructure.
Added 14 hours ago
Director of Operations
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AB · Edmonton, AB
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Manage and oversee all IT system requirements (subscriptions, hardware, and software).
Added 14 hours ago
Senior Avionics Certification / Compliance / SWEL
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Montreal, QC
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Added 14 hours ago
Staff Systems Engineer – Synthetic Aperture Radar (SAR) Missions
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Experience spanning hardware, processors, and/or data products within radar or SAR systems.

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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