BGIS is looking for a National Helpdesk Manager to lead our facilities management service desk supporting clients across New Zealand. This is a great opportunity for a strong people leader who enjoys improving processes, supporting teams, and delivering excellent customer outcomes.
You will oversee the national helpdesk team responsible for coordinating building maintenance requests, supporting contractors, and ensuring service delivery meets our client expectations.
About the Role
Reporting to the Head of Business Support NZ, this role sits at the centre of our operations. You will lead the helpdesk team, improve workflows, manage escalations, and ensure our service levels are consistently achieved.
This role is ideal for someone who enjoys leadership, problem solving, and working in a fast-paced operational environment.
Key Responsibilities
• Lead and support a team of helpdesk operators and service coordinators
• Manage escalations from clients, tenants, and technicians
• Monitor service levels and contractor performance
• Produce operational reports and insights for leadership
• Improve processes to increase efficiency and response times
• Maintain strong relationships with vendors and service providers
• Ensure systems and facilities management platforms are used effectively ⚙️
About You
We are looking for someone who brings leadership experience and strong operational thinking.
You will ideally have:
• 5 years of experience in administration, operations, or service delivery roles
• Experience in facilities management, property, construction, or trade services
• Experience leading or mentoring a team
• Strong stakeholder management skills
• Experience using CRMs, service systems, or facilities management software
• Strong Microsoft Office skills
• Excellent communication and organisational ability
Bonus if you have:
• Experience managing a helpdesk or contact centre
• Experience working with contractors and SLAs
• Business or management qualifications
Why Join BGIS?
BGIS is a global leader in facilities management, supporting some of the world’s most important organisations.
What we offer:
✔ Global company with strong job stability
✔ Career development opportunities
✔ Supportive leadership team
✔ Opportunity to lead a national function
✔ Exposure to major FM contracts and clients
✔ Professional development support
✔ Employee wellbeing initiatives
✔ Collaborative team culture
BGIS manages more than 50,000 facilities worldwide and employs over 12,000 people globally across sectors including healthcare, government, utilities, and education.
Location
This role is based on-site in Wellington during the initial period, with flexibility considered once established in the role.
Eligibility
Applicants must have full working rights in New Zealand
Apply Now
If you’re a motivated leader ready to take ownership of a national helpdesk function, we’d love to hear from you.
Apply via SEEK or visit
https://apac.bgis.com
BGIS is a global leader in integrated facility management services.
With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 50,000 facilities totalling more than 600 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.
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BGIS est un leader mondial des services de gestion intégrée des installations. Plus de 600 millions de pieds carrés de portefeuilles clients répartis sur plusieurs marchés, notamment ceux des gouvernements, de l’enseignement supérieur, des services publics, des télécommunications, des services financiers, du pétrole et du gaz, des soins de santé et de l’information dans les nuages. En plus de gérer un portefeuille diversifié de bureaux, de commerces de détail, de collèges, d'hôpitaux et d'actifs industriels, BGIS est un leader mondial de la gestion de centres de données et d'autres environnements critiques.
