National Facilities Helpdesk Manager at BGIS Careers

Wellington, Wellington, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, People Leadership, Process Improvement, Customer Outcomes, Team Support, Escalation Management, Service Level Management, Stakeholder Management, Vendor Management, Operational Reporting, Problem Solving, Organisational Ability, Communication

Industry

Facilities Services

Description

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

Responsibilities

The manager will lead the national helpdesk team responsible for coordinating building maintenance requests, supporting contractors, and ensuring service delivery meets client expectations. Key duties include leading operators, managing escalations, monitoring service levels, and improving operational workflows.