IT Service Desk Manager

Location: Vancouver, BC, Canada; on-site five days per week at the Vancouver studio. Applicants must already have work eligibility and reside in or be willing to relocate to Metro Vancouver.

Salary: CAD 110,000–137,500 annually.

Company

hirify.global is a Nintendo-owned video game development studio creating award-winning games.

What you will do

• Design and operate end-to-end service desk workflows, including intake, routing, prioritization, escalation, SLAs, and performance reporting.
• Build automation, self-service, and a knowledge base to reduce recurring support requests.
• Own the studio’s user-facing hardware and software, including workstation and monitor inventory, hardware refreshes, procurement, spares, and disposal.
• Provide proactive on-site support through floor walkabouts, meeting-room and AV checks, and follow-up after major incidents.
• Lead, coach, and develop a small front-line support team with effective coverage and knowledge-sharing practices.
• Report to the IT Director and collaborate closely with the studio while maintaining a high-quality employee support experience.

Requirements

• Proven experience leading or anchoring a service desk in a fast-moving environment.
• Hands-on support experience with Windows and macOS endpoints, AD/Entra, SSO, MFA, and common studio-adjacent tools.
• Practical ownership of an ITSM or ticketing platform.
• Experience building processes from the ground up and driving adoption across teams.
• Asset management experience, including hardware lifecycle and refresh planning.
• Strong customer-service judgment, initiative, ownership, follow-through, and escalation skills.

Nice to have

• Experience in a game studio, VFX, animation, or other creative production environment.
• 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 experience with PowerShell or Python.
• Experience introducing a service model to a team that did not previously have one.

Culture & Benefits

• Annual leave, health coverage, RRSP matching, and a discretionary performance bonus program.
• Employee Assistance Program support for mental health, financial well-being, and legal assistance.
• Access to an in-studio gym and extensive media library.
• Employee committees, including board games and sports activities.
• Discounts on Nintendo products and merchandise.
• Inclusive workplace with support for continuous growth.