Help Desk Team Leader

About the Role

BGIS delivers innovative, sustainable facilities solutions across government, healthcare, education and critical infrastructure, fostering safe, efficient workplaces and supporting employee growth. In this role you will lead a small Help Desk Operator and Operations Centre team, ensuring high client satisfaction and operational excellence while managing service requests, escalations and continuous improvement of processes. • Lead and support the Help Desk Operator and Operations Centre team, ensuring excellent service delivery. • Assist in recruiting, training, and development of team members. • Coordinate rostering to maintain appropriate coverage across all business hours. • Provide high‑quality customer service by managing requests via phone, email, and self‑service portal. • Log, triage, and coordinate service requests through the CMMS (Manhattan) system. • Communicate effectively with facilities teams and external stakeholders to ensure timely resolution. • Generate, review, and distribute daily and monthly reports. • Monitor recurring issues and support investigative reporting for continuous improvement. • Manage client requests and escalations promptly, ensuring effective resolution of building faults and property concerns. • Maintain accurate logs, reporting, and administrative records in CMMS and other systems. • Monitor and report on KPIs for responsiveness, client satisfaction, and operational performance. • Identify and implement improvements to Help Desk processes to enhance client outcomes and cost‑effectiveness. • Ensure compliance with OHS, EMS, and company policies at all times. • Foster strong working relationships with internal teams, stakeholders, and contractors.

Key Responsibilities

• ▸cmms management
• ▸request triage
• ▸kpi monitoring
• ▸reporting
• ▸escalations
• ▸process improvement

What You Bring

The position requires onsite presence in the Melbourne CBD office with occasional site visits and the flexibility to work additional hours as needed. Applicants should have experience in a help‑desk or facilities environment with strict KPI targets, strong customer‑service skills, proficiency in Microsoft Office and the ability to manage multiple tasks, supported by a High School Certificate (or equivalent). To apply, candidates must have full working rights in Australia and demonstrate proactive, customer‑focused leadership; applications can be submitted through the BGIS career portal. • Experience in a help desk or facilities environment with strict KPI requirements. • High proficiency in Microsoft Word, Excel, and Outlook. • Excellent attention to detail, professional telephone manner, and strong interpersonal skills. • Ability to manage multiple concurrent tasks, prioritising effectively. • Strong understanding of customer service principles. • High School Certificate or equivalent. • Certificate IV in Customer Service (desirable). • Experience with CMMS systems (Manhattan or similar) (desirable). • Demonstrated experience in team leadership and staff development (desirable).

Requirements

• ▸help desk
• ▸microsoft office
• ▸cmms
• ▸high school
• ▸customer service
• ▸leadership

Benefits

BGIS offers a range of benefits including national awards, health programs, career progression opportunities, paid volunteer days and leadership development, and encourages a diverse and inclusive workforce. • AFR Best Places to Work 2024 & 2025. • Health perks including EAP, wellness programs & flu vaccinations. • Career progression through secondments & internal mobility. • Paid volunteer days and community giving initiatives. • Leadership programs and service recognition awards.

Work Environment

Onsite