National Facilities Helpdesk Manager

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BGIS is seeking a National Helpdesk Manager to lead the facilities management service desk for clients across New Zealand, on-site in Wellington with flexibility after establishment. You will head the national helpdesk, coordinate building maintenance requests, manage escalations, monitor service levels, and deliver consistent client outcomes while building strong vendor relationships and driving process improvements. The ideal candidate brings 5+ years in operations or service delivery, experience in facilities management or related fields, proven team leadership, stakeholder management, and experience with CRMs or facilities management software. Apply via SEEK or the BGIS site; tailor your CV to highlight leadership, SLAs, contractor coordination, reporting, and on-time delivery; ensure you have NZ working rights.

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