National Helpdesk Manager

BGIS; Auckland; Hybrid; NZD 80,000 - 100,000; Full time

Job summary

A global leader in facilities management is seeking an experienced National Helpdesk Manager in Auckland. This role involves leading the helpdesk team, managing operations, and ensuring exceptional service delivery. Candidates should possess strong leadership skills and a background in management or administration, ideally with knowledge of helpdesk systems. The position offers hybrid working opportunities and competitive remuneration.

Benefits

Competitive remuneration

Career growth opportunities

Hybrid working options

Supportive, collaborative culture

Qualifications

• 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.

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.

Job description

Overview

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.

The ideal candidate is an inspiring leader with strong communication skills, a passion for customer service, and the ability to remain calm and solutions-focused under pressure.

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!

BGIS is an equal opportunity employer and strongly encourages applications from women, Māori and Pasifika peoples, LGBTQ+ individuals, and people from culturally diverse backgrounds.

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

Apply now and be part of a workplace that values diversity, safety, and innovation: https://apac.bgis.com