Helpdesk Support Manager

A career that gives you purpose. A company that stands up for you. A team where you can be yourself. Sound too good to be true? This is life at Houle. We believe in empowering communities through local projects that positively impact people's lives. We're a passionate group of people who love collaborating on innovative and challenging projects.

**About this role**

We are recruiting for a **Helpdesk Support Manager** to join our **Burnaby** Head office.

Lead the helpdesk team in delivering exceptional technical support to internal users. This role is responsible for overseeing daily operations, managing help desk support staff, and ensuring timely resolution of IT issues to maintain business continuity and user satisfaction.

Here's how your role will strengthen our team.

**Your responsibilities**
- Lead, mentor, and manage a team of IT support specialists and technicians
- Provide regular coaching, guidance, and performance feedback to help team members grow professionally and improve service delivery
- Conduct one-on-one meetings, performance reviews, and development planning sessions
- Foster a collaborative and inclusive team environment that encourages continuous learning and accountability
- Oversee the daily operations of the IT helpdesk, ensuring SLAs and KPIs are met
- Develop and implement helpdesk policies, procedures, and best practices
- Monitor ticketing systems to ensure timely and effective resolution of incidents and service requests
- Provide hands-on support for escalated technical issues
- Collaborate with other IT teams to ensure seamless support and system integration
- Analyze support trends and generate reports to identify areas for improvement
- Coordinate onboarding and offboarding IT processes for employees
- Manage inventory of IT assets and software licenses
- Ensure compliance with security policies and data protection standards
- Deliver training and support documentation for end-users

**Your experience and skills**
- Bachelor's degree in information technology, Computer Science, or equivalent education and experience
- 5+ years of experience in IT support, with at least 2 years in a leadership or managerial role
- Proven experience in coaching and developing high-performing teams
- Excellent problem-solving, communication, and interpersonal skills
- Able to manage multiple priorities in a fast-paced environment
- Familiar with remote support tools and mobile device management (MDM) and experience supporting remote work environments
- Strong customer service orientation and a continuous improvement mindset

**About Houle**

As BC's leading electrical contractor and systems integrator, we believe in delivering safe, reliable power for the future. From hospitals and universities, to airports, shipping terminals and shopping centres, our electrical and technology professionals proudly provide innovative solutions that create value for our customers every day.

Since 1944, we've been dedicated to our craft, committed to quality workmanship, and building teams that thrive. Driven by purpose and connected through collaboration, our focus on people guides our success in delivering some of the most exciting infrastructure projects in the province.

As a certified **Great Place to Work**, one of **BC's Top 100 Employers**, and **Best Managed** company, we have been recognized for our efforts in creating a safe and inclusive work environment.

**Why join our team?**
- ** We emphasize having a work-life balance** - We offer flexible work schedules and a competitive vacation policy.
- ** Continuous development is a top priority** - Whether you're looking for a corporate career or a career in the field, you are supported with access to tools and training for development and growth.
- ** Our employee benefits prioritize your financial, physical, and mental well-being** - From RRSP matching to health and wellness reimbursements and additional Houle days off, we've got you covered.
- ** We have many exciting project opportunities** - With many projects on the go around BC, we're certain you will find countless ways to bring communities to life.
- ** We have fun** Connection is key at Houle, from industry events to themed office gatherings, we never miss an opportunity to celebrate. Join us for our summer bbqs, potlucks, charity fundraisers, community volunteering, and many more fun events
- ** A safe space for everyone -** We celebrate diversity and are proud to be an equal-opportunity employer. We're committed to diversity and inclusion and strive to foster, cultivate and preserve a culture of belonging for all employees.

**Salary range: $80,000-$90,000 per year** **plus** a competitive total compensation package. Actual salary will be commensurate with experience, skills and overall match to the position offered. Let's chat throughout the hiring process and determine the best fit.

**Sound like a match? We'd love to connect.**

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