National Helpdesk Manager

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

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.

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, Maori 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 :

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