National Facilities Helpdesk Manager

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 worlds 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 50000 facilities worldwide and employs over 12000 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 youre a motivated leader ready to take ownership of a national helpdesk function wed love to hear from you.

Apply via SEEK or visit