About Us
At BGBx , we are a commercial solutions partner to pharmaceutical and life science companies, driving breakthrough thinking to create impact. Our teams combine strategists, scientists, communicators, creatives, technologists, and data experts 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.

If you are energized by collaboration, inspired by innovation, and motivated by work that matters, BGBx provides a place to grow, contribute, and make a meaningful impact.

Helpdesk Manager
Position Overview
The Helpdesk Manager leads day‑to‑day operations of the IT Helpdesk, ensuring timely and effective support for all end‑user technology needs. The manager drives service excellence, manages workflows and SLAs, and continuously improves support processes. Collaboration with infrastructure and engineering teams resolves complex issues, enhances system performance, and aligns with broader IT strategy. The role also oversees onboarding, asset management, and maintaining a seamless technology experience 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 off‑boarding processes, including device setup, system access, and employee moves.

Manage user accounts, permissions, and security groups in line 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.





Robust 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 rapid‑paced environment.

Salary Range
$105,000 – $150,000 CAD, based on experience, education, and fit.

What We Offer
A competitive rewards package that includes health‑care insurance, retirement plans, generous paid time off and holidays, wellness benefits, life insurance, learning and development opportunities, and other resources that support employees throughout their careers. Additional benefits may be available based on location.

The culture values collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare.

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 other protected class.

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📌 Helpdesk Manager (Quebec City)
🏢 BGBx
📍 Quebec City