About Us
BlueBird iT Solutions Inc. is a dynamic and rapidly growing IT support company specializing in healthcare IT. Recognized by Canadian Business and Maclean's as one of Canada's Fastest Growing IT Companies, we serve a diverse range of clients from single physician offices to major institutions like Sunnybrook Hospital. Our commitment to excellence and innovation makes us a trusted partner in the healthcare industry across Canada.
Working With Us
At BlueBird IT Solutions Inc., our team members are family. We believe in you. We recognize that our team's success is driven by your dedication and talent. We are committed to creating an environment where you feel valued and supported, fostering a strong sense of belonging within our family. BlueBird is not just a workplace, it's a community where we nurture your career and personal growth. As a growing company, we offer numerous opportunities for you to learn, grow, and carve out new career paths.
Perks & Benefits
We understand the importance of your well being. At BlueBird, we ensure that your physical, financial, and emotional needs are well taken care of. We know that the better we equip you to succeed in your career and life, the more energy and intensity you can bring to your day to day work. Your perks are:
● Competitive salary
● Professional development opportunities and continuous learning
● A supportive and collaborative work environment
● Team building activities
Position: Halo PSA Administrator
Location
BlueBird iT Head Quarters, North York, ON. It is a hybrid position. You must be able to commute to the office.
About the Position
BlueBird iT Solutions is looking for a Halo PSA Administrator to own and continually improve our use of HaloPSA, the platform that powers our ticketing, client billing, contracts, reporting, and service workflows. This is a hands on, behind the scenes role for someone who enjoys configuring systems, building automations, and making sure the tools our team relies on every day actually work the way they should.
You will not be doing frontline client support. Instead, you will be the internal expert who configures Halo to match how BlueBird operates, keeps it running smoothly, trains staff on how to use it well, and connects it to the other systems we rely on (RMM, accounting, vendor platforms, and similar tools). You will also own the client user portal experience and help us make smart, practical use of Halo's built in AI features where they genuinely save the team time.
Key Responsibilities
Platform Configuration and Customization
● Configure and maintain ticket types, workflows, statuses, SLAs, and routing rules within HaloPSA to reflect BlueBird's service delivery process
● Build and maintain custom fields, forms, ticket templates, and custom tabs to support internal teams
● Set up and manage user roles, permissions, and teams so staff have appropriate access
● Own the client user portal experience end to end, including branding, layout, available self service actions, knowledge base articles, and visibility settings, so customers have a clear and professional way to submit requests and track progress
● Regularly review portal usage and client feedback to identify friction points and opportunities to make self service easier
Automation, AI, and Integration
● Build automation rules and triggers to reduce manual work, such as auto assignment, escalation rules, and notification workflows
● Evaluate and configure Halo's built in AI features (such as ticket summarization, suggested responses, or smart categorization) where they can genuinely save the team time, and know when a manual process is still the better choice
● Set up and maintain integrations between HaloPSA and third party systems, including RMM tools, accounting or billing software, vendor and distributor platforms (such as Pax8), and any additional connectors BlueBird uses
● Monitor integration health, keep authentication and API connections current, and troubleshoot sync issues as they come up
● Stay informed on new third party integrations and AI capabilities as Halo releases them, and recommend which are worth adopting
Change Control and Testing
● Test all configuration changes, workflow updates, and automation rules in BlueBird's Halo development environment before deploying them to production
● Document what was changed and why, so changes are traceable and can be rolled back if something does not work as expected
● Follow a consistent, careful process for moving changes from dev to live, minimizing disruption to technicians and clients
Continuous Improvement Across Modules
● Look beyond ticketing to identify opportunities across Halo's other modules, including projects, quoting, asset and contract management, resource scheduling, and the knowledge base, where better configuration could improve service delivery
● Bring ITIL aligned best practices to how Halo is configured, including incident, problem, and change management processes, so BlueBird's use of the platform matures over time rather than staying static
● Periodically benchmark BlueBird's Halo setup against industry best practices and recommend improvements
Reporting and Data Integrity
● Build and maintain dashboards and reports that give leadership visibility into ticket volume, response times, technician workload, and service trends
● Regularly audit data in Halo (contracts, assets, client records) to keep information accurate and up to date
● Recommend changes to workflows or configuration based on patterns identified in the data
Billing and Contract Support
● Maintain contract structures, billing rules, and time entry settings within Halo to support accurate and timely client invoicing
● Work with the operations and finance teams to ensure billing data flowing out of Halo is correct
Training and Support
● Act as the internal go to resource for questions about how to use Halo effectively
● Create simple internal guides or training materials for staff as new features or workflows are rolled out
● Stay current on Halo product updates and evaluate which new features are worth adopting
Required Qualifications
● 2 to 3 years of direct, hands on experience administering HaloPSA specifically. This is not a general PSA role, we need someone who already knows how Halo works and can be productive from day one, without training
● Demonstrated experience configuring workflows, automation rules, custom fields, or reporting within HaloPSA
● Comfort working with system settings and configuration screens without needing step by step direction
● Strong attention to detail and a methodical approach to testing changes in a development environment before rolling them out to production
● Ability to explain technical configuration decisions clearly to non technical colleagues
● Strong organizational skills and the ability to manage multiple small projects at once
Desirable Qualifications
● Experience in an MSP or IT services environment
● Familiarity with other PSA platforms (such as ConnectWise, Autotask, or Kaseya BMS) is a plus, but is not a substitute for direct HaloPSA experience
● Familiarity with integrating a PSA platform with RMM tools, accounting software, or similar systems
● Experience with Halo's API or webhook based automations
● Familiarity with ITIL principles, especially incident, problem, and change management
● Bachelor's degree in Information Technology, Business Administration, or a related field (not required if experience is a strong match)
Note: This list is not exhaustive, and additional duties may be required to fulfill the purpose of the job.
How to Apply
If you are interested in this opportunity and believe you meet the qualifications to join our team, we invite you to apply through:
● our website at www.bluebirdinc.com, or
● by sending your resume via email to [email protected]
Please indicate the position you are applying for in the subject line. We look forward to reviewing your application and potentially welcoming you to the BlueBird iT Solutions Inc. team!
Pay: $79,000.00-$90,000.00 per year
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
Ability to commute/relocate:
- Toronto, ON M2H 3K1: reliably commute or plan to relocate before starting work (required)
Experience:
- Halo PSA Administration: 2 years (required)
- IT MSP: 3 years (required)
Work Location: Hybrid remote in Toronto, ON M2H 3K1
