WHO WE ARENext Level Games is a wholly owned subsidiary of Nintendo Co., Ltd.We’vebeen passionate about video game development for 20 years now, shipping award-winning games for fans across the world and still going robust. 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 funin the process of achievingour shared goals.WHAT YOU'LL BE DOINGThis 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.Pleasenote thatthis is an on-site position, requiring five days per week at our Vancouver studio.The Service ModelDesign and run our ticketing workflow end to end — intake, routing, prioritization, escalationBuild automation into processes to reduce admin and free the team to focus on employee experienceDefine SLAs that matter to the studio and help the team deliver on themEstablish the KPIs worth tracking — first-contact resolution, time to resolution, backlog health, CSAT — and report on them honestlyBuild out self-service and a knowledge base so common problems stop being tickets at allThe End-User ExperienceOwn all user-facing hardware and software across the studioSet the tone for customer service: responsive, human, and genuinely helpfulMake support proactive, not reactive — regular floor walkabouts, meeting-room and AV health checks, follow-ups after significant issuesBe the escalation point the studio trusts,



and the calm one when something breaks during crunchAssets and HardwareOwn workstation and monitor inventory end to end — accurate records, not just a spreadsheetRun the hardware refresh cycle, including the judgment call of where machines are best placed to support development and productionManage procurement intake, receiving, spares, and disposalThe TeamLead, coach, and grow a small front-line teamBuild a rotation and coverage model so knowledge isn't stuck with one personCreate a genuine development path from the desk into deeper technical workLead 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 enjoyWHO WE'RE LOOKING FORThis 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 environmentHands-on strength across Windows and mac OS endpoint support, identity basics (AD/Entra, SSO, MFA),



and common studio-adjacent toolingPractical ownership of an ITSM/ticketing platformA track record of building processes from the ground up and driving adoption across teamsAsset management experience, including hardware lifecycle and refresh planningGenuine customer-service instincts — you understand business needs, take initiative and ownership, and follow through on commitmentsThe judgment to know when to be hands-on, when to involve the right people, and when to escapeNice to HavesGame studio, VFX, animation, or other creative production experienceFamiliarity with high-performance creative workstations, GPUs, and large-file workflowsExposure to Perforce or similar version control in a production pipelineScripting or automation ability (Power Shell, Python) for the boring partsExperience introducing a service model to a team that didn't have oneWHY YOU'LL LOVE WORKING HERECompetitiveannual leaveand benefits, includingdiscretionary performance bonus program,healthcoverageand RRSP matchingSupport for mental health, financial well-being, legalassistanceand more through our Employee Assistance ProgramAccess to our in-studiogymand extensive media libraryJoin acommittee– boardgames, sports, or something else –it’sall here!Discountedshopping for Nintendo products and merchandise at theonlineemployee storeAworkplace that values inclusivity and encourages continuous growthA chanceto be part of Nintendo, creatingaward winning games that make an impactThe 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'recommitted to creating a workspace where everyone can contribute and feel included. If you need anyaccommodationsduring the hiring process, please contactcareers@, and we will do our best to support your needs.Wewish to thankall applicants in advance; however, only those under consideration will be contacted. We are currently only considering applicants who already have work eligibility and areresidingin or willing torelocateto Metro Vancouver.#J-18808-Ljbffr

📌 Senior Helpdesk Manager (Vancouver)
🏢 Next Level Games
📍 Vancouver