CA$105K - CA$150K/yr
Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are ... Manage user accounts, permissions, and security groups in alignment with company policies * Partner ...
Quick apply
CA$105K - CA$150K/yr
Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are ... Manage user accounts, permissions, and security groups in alignment with company policies * Partner ...
Mississauga, ON · On-site
CA$105K - CA$150K/yr
Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are ... Manage user accounts, permissions, and security groups in alignment with company policies * Partner ...
Quick apply
Mississauga, ON · On-site
CA$105K - CA$150K/yr
Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are ... Manage user accounts, permissions, and security groups in alignment with company policies * Partner ...
Hamilton, ON · On-site
CA$105K - CA$150K/yr
Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are ... Manage user accounts, permissions, and security groups in alignment with company policies * Partner ...
Quick apply
Hamilton, ON · On-site
CA$105K - CA$150K/yr
Oversee intake, triage, prioritization, and resolution of IT support tickets, ensuring SLAs are ... Manage user accounts, permissions, and security groups in alignment with company policies * Partner ...
Oshawa, ON · On-site
Facilitate project meetings and support effective communication, coordination, and issue resolution ... Degree in Engineering, Construction Management, or related field * Proven expertise in cost control ...
Oshawa, ON · On-site
Facilitate project meetings and support effective communication, coordination, and issue resolution ... Degree in Engineering, Construction Management, or related field * Proven expertise in cost control ...
Toronto, ON · On-site
Facilitate project meetings and support effective communication, coordination, and issue resolution ... Degree in Engineering, Construction Management, or related field * Proven expertise in cost control ...
Toronto, ON · On-site
Facilitate project meetings and support effective communication, coordination, and issue resolution ... Degree in Engineering, Construction Management, or related field * Proven expertise in cost control ...
Provide early resolution and/or mediation support to people managers and employees * Lead employee interviews, analyze facts, prepare investigative reports, and present findings and recommendations ...
Provide early resolution and/or mediation support to people managers and employees * Lead employee interviews, analyze facts, prepare investigative reports, and present findings and recommendations ...
Pickering, ON · On-site
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Pickering, ON · On-site
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
CA$99K - CA$138K/yr
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Quick apply
CA$99K - CA$138K/yr
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
CA$99K - CA$138K/yr
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Quick apply
CA$99K - CA$138K/yr
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Mississauga, ON · On-site
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Mississauga, ON · On-site
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Mississauga, ON · On-site
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Mississauga, ON · On-site
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Pickering, ON · On-site
CA$99K - CA$138K/yr
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Quick apply
Pickering, ON · On-site
CA$99K - CA$138K/yr
Maintain clear visibility into platform issues and defects, driving timely resolution and continuous improvement in support processes. * Assist in major incident management by bringing together the ...
Furthermore, they will maintain a current problem management knowledge base to ensure timely resolution of issues including a thorough root cause analysis for all major incidents while ensuring that ...
Furthermore, they will maintain a current problem management knowledge base to ensure timely resolution of issues including a thorough root cause analysis for all major incidents while ensuring that ...
Mississauga, ON · On-site
The role will manage and maintain a consistent level of service and best practices to achieve ... Work to ensure timely service restoration and problem resolution of complex and/or high impact ...
Mississauga, ON · On-site
The role will manage and maintain a consistent level of service and best practices to achieve ... Work to ensure timely service restoration and problem resolution of complex and/or high impact ...
Toronto, ON · On-site
The role combines client relationship management, benefits expertise, problem resolution, and coordination with carriers and internal teams to provide a proactive, high-touch client experience.
Toronto, ON · On-site
The role combines client relationship management, benefits expertise, problem resolution, and coordination with carriers and internal teams to provide a proactive, high-touch client experience.
Mississauga, ON · On-site
Coordinate resolution of technical issues affecting equipment design, procurement, manufacturing, or installation. Procurement and Supplier Management: * Support procurement strategy development and ...
Mississauga, ON · On-site
Coordinate resolution of technical issues affecting equipment design, procurement, manufacturing, or installation. Procurement and Supplier Management: * Support procurement strategy development and ...
The Senior Manager of AWS Technical Support leads a team of high-performing technical support ... Partner with AWS and internal stakeholders to drive resolution of product and experience gaps.
The Senior Manager of AWS Technical Support leads a team of high-performing technical support ... Partner with AWS and internal stakeholders to drive resolution of product and experience gaps.
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills. * Ability to build and maintain relationships with customers at all levels in ...
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills. * Ability to build and maintain relationships with customers at all levels in ...
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills. * Ability to build and maintain relationships with customers at all levels in ...
Quick apply
A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills. * Ability to build and maintain relationships with customers at all levels in ...
Toronto, ON · On-site
Responsibilities Partner Management & Service Delivery * Serve as the primary strategic lead for ... Own KPI performance across CSAT, AHT, and Issue Resolution, conducting deep root-cause analysis ...
Toronto, ON · On-site
Responsibilities Partner Management & Service Delivery * Serve as the primary strategic lead for ... Own KPI performance across CSAT, AHT, and Issue Resolution, conducting deep root-cause analysis ...
| Aspect | Resolution Manager | Customer Service Manager |
|---|---|---|
| Primary Focus | Resolving complex issues and disputes efficiently | Overseeing customer service teams and satisfaction |
| Required Skills | Problem-solving, conflict resolution, technical knowledge | Leadership, communication, customer relationship management |
| Work Environment | Operations, support centers, client-facing roles | Call centers, retail, service industries |
| Certifications | Relevant industry certifications, conflict resolution training | Customer service certifications, management training |
While both roles focus on customer interactions, the Resolution Manager specializes in resolving complex issues and disputes, often requiring technical or specialized knowledge. The Customer Service Manager oversees overall customer satisfaction and team management. Understanding these differences helps in choosing the right career path or hiring the appropriate professional for specific needs.
CA$105K - CA$150K/yr
Full-time
Re-posted 14 days ago
About Us
At BGBx, we're driven by a simple idea: breakthrough thinking creates breakthrough impact. As an independent commercial solutions partner to pharmaceutical and life science companies, we bring together strategists, scientists, communicators, creatives, technologists, and data experts to tackle some of healthcare's most important challenges.
Our teams work 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, creating opportunities for curious minds to make a real difference every day.
If you're energized by collaboration, inspired by innovation, and motivated by work that matters, you'll find a place to grow, contribute, and make a meaningful impact at BGBx.
Helpdesk Manager
Position Overview
The Helpdesk Manager is responsible for leading the day-to-day operations of the IT Helpdesk, ensuring timely and effective support for all end-user technology needs.
The Helpdesk Manager will drive service excellence, manage workflows and SLAs, and continuously improve support processes. This individual will collaborate closely with infrastructure and engineering teams to resolve complex issues, enhance system performance, and ensure alignment with broader IT strategy. Additionally, this role plays a key part in onboarding, asset management, and maintaining a seamless technology experience for employees in a fast-paced environment.
Role Requirements:
Preferred Qualifications:
Salary Range: $105,000 - $150,000 CAD
The salary range provided represents what a potential hire may expect to earn in this role at BGBx. Actual salary decisions will be influenced by several factors that we use to determine overall fit, including experience (both direct and indirect), education, training, demonstrated qualifications, and organizational need. Salary is only one component of the total rewards package offered at BGBx.
What We Offer
At BGBx, we invest in our people because exceptional talent drives exceptional work. We provide a competitive rewards package designed to support your health, well-being, professional growth, and life outside of work.
Our benefits package typically 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 our employees throughout their careers. Additional benefits may be available based on your location. Beyond benefits, you'll find a culture built on collaboration, innovation, inclusion, and the opportunity to make a meaningful impact on healthcare and the people it serves.
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 category or class of person protected by law.
