National Helpdesk Manager

8 hours ago

Auckland City, New Zealand BGIS Full time

**About BGIS**

BGIS is a global leader in integrated facilities management, delivering innovative and sustainable solutions to clients across multiple industries. We pride ourselves on maintaining high standards of safety, efficiency, and operational excellence.

**Purpose of the Role**

BGIS is seeking a dynamic **National Helpdesk Manager**to lead our dedicated service contact centre. Reporting directly to the **Head of Business Support NZ**, you will collaborate with clients, contractors, and BGIS teams to deliver exceptional facilities management service across a diverse portfolio. Your leadership will drive operational efficiency, team performance, and a culture of excellence.

**Key Responsibilities**
- Lead, mentor, and develop the helpdesk team, fostering a high-performance culture.
- Manage scheduling, workload distribution, and day-to-day operations for efficient service delivery.
- Monitor KPIs, analyse trends, and implement process improvements to enhance workflow.
- Act as the escalation point for complex issues, ensuring timely resolution.
- Build and maintain strong relationships with contractors, vendors, and internal stakeholders.
- Ensure accurate documentation and reporting through the CMMS platform.

**Education, Experience & Skills**

**Essential**:

- 3-5 years' proven experience in an administration or management role.
- Strong knowledge of helpdesk systems or CMMS and proficiency in Microsoft Office.
- Excellent communication, leadership, and organisational skills.
- Ability to manage multiple priorities and deliver under pressure.

**Desirable**:

- Experience within facilities management, property, construction, or trade services.
- Diploma or degree in Business, Management, or related field.

**Workplace Flexibility**

Initially on-site in Auckland, with hybrid flexibility (three days in office, two days from home) once established.

**Why Join BGIS?**

✔ Global leader in facilities management and sustainability
✔ Opportunity to influence national operations and processes
✔ Supportive, collaborative culture focused on development
✔ Hybrid working options for work-life balance
✔ Competitive remuneration and career growth opportunities

**How to Apply**

If you're a proactive, skilled, and engaging **Helpdesk or Contact Centre Manager**seeking to make an impact, we'd love to hear from you

**Eligibility**:Applicants must have full working rights in New Zealand.

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