Help Desk Team Leader
Share
Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Help Desk Team Leader Melbourne CBD VIC
Location:Melbourne CBD Close to Public Transport
Company: BGIS Government Services Aligned Client
Employment Type: Permanent Full-Time Onsite Monday Friday range between: 7am-7pm
Salary: $75000 plus Superannuation
We acknowledge the Traditional Custodians of the land on which we work and pay our respects to Elders past present and emerging.
About BGIS
BGIS is a global leader in integrated facilities management delivering innovative and sustainable solutions to clients across government healthcare education and critical infrastructure. We pride ourselves on fostering safe efficient and high-performing workplaces while supporting the growth and development of our people.
Purpose of the Role
We are seeking a Help Desk Team Leader to support our newly awarded government services contract in Melbourne. This pivotal role ensures the smooth operation of the Help Desk function leading a small team while maintaining high levels of client satisfaction and operational excellence. This role will directly provide exceptional customer service manage service requests and support facilities operations across our clients sites.
You will coordinate coach and develop the Help Desk Operator and Operations Centre team manage escalations and continually improve business processes for the most effective and safe outcomes.
The ideal candidate is organised adaptable customer-focused and thrives in a collaborative environment.
Key Responsibilities
- Lead and support the Help Desk Operator and Operations Centre team ensuring excellent service delivery
- Assist in recruiting training and development of team members
- Coordinate rostering to maintain appropriate coverage across all business hours
- Provide high-quality customer service by managing requests via phone email and self-service portal
- Log triage and coordinate service requests through the CMMS (Manhattan) system
- Communicate effectively with facilities teams and external stakeholders to ensure timely resolution
- Generate review and distribute daily and monthly reports
- Monitor recurring issues and support investigative reporting for continuous improvement
- Manage client requests and escalations promptly ensuring effective resolution of building faults and property concerns
- Maintain accurate logs reporting and administrative records in CMMS and other systems
- Monitor and report on KPIs for responsiveness client satisfaction and operational performance
- Identify and implement improvements to Help Desk processes to enhance client outcomes and cost-effectiveness
- Ensure compliance with OHS EMS and company policies at all times
- Foster strong working relationships with internal teams stakeholders and contractors
Education Experience & Skills
Essential:
- Experience in a help desk or facilities environment with strict KPI requirements
- High proficiency in Microsoft Word Excel and Outlook
- Excellent attention to detail professional telephone manner and strong interpersonal skills
- Ability to manage multiple concurrent tasks prioritising effectively
- Strong understanding of customer service principles
- High School Certificate or equivalent
Desirable:
- Certificate IV in Customer Service
- Experience with CMMS systems (Manhattan or similar)
- Demonstrated experience in team leadership and staff development
Workplace Flexibility
This role is based onsite in our Melbourne CBD office close to public transport. It is permanent full-time Monday to Friday range between: 7am-7pm with occasional ad hoc site visits and additional hours as required.
Why Join BGIS
Key Benefits Include:
AFR Best Places to Work 2024 & 2025
Winner Inspiring Workplaces Award 2025
Be part of a global organisation known for innovation and excellence
Endorsed by Work180 as an employer of choice for women
Health perks including EAP wellness programs & flu vaccinations
Career progression through secondments & internal mobility
Paid volunteer days and community giving initiatives
Leadership programs and service recognition awards
BGIS is a global leader in facility management energy and sustainability project delivery asset management and technical services. We employ over 12000 people worldwide and manage more than 50000 facilities supporting diverse sectors including Government Healthcare and Higher Education.
How to Apply
If you are a proactive customer-focused professional with leadership experience in a help desk or facilities environment we would love to hear from you!
BGIS is an equal opportunity employer and strongly encourages applications from women Aboriginal and Torres Strait Islander peoples LGBTQIA; individuals and people from culturally diverse backgrounds.
Eligibility: Applicants must have full working rights in Australia.
Apply now to be part of a team that values collaboration safety innovation and operational excellence.
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
