Help Desk Team Leader – Melbourne CBD, VIC

Location: Melbourne CBD – Close to Public Transport
Company: BGIS, Government Services Aligned Client
Employment Type: Permanent, Full-Time, Onsite, Monday – Friday, range between: 7am-7pm
Salary: $75,000 plus Superannuation 

We acknowledge the Traditional Custodians of the land on which we work, and pay our respects to Elders past, present and emerging.

About BGIS

BGIS is a global leader in integrated facilities management, delivering innovative and sustainable solutions to clients across government, healthcare, education, and critical infrastructure. We pride ourselves on fostering safe, efficient, and high-performing workplaces, while supporting the growth and development of our people.

Purpose of the Role

We are seeking a Help Desk Team Leader to support our newly awarded government services contract in Melbourne. This pivotal role ensures the smooth operation of the Help Desk function, leading a small team while maintaining high levels of client satisfaction and operational excellence. This role will directly provide exceptional customer service, manage service requests, and support facilities operations across our client’s sites.

You will coordinate, coach, and develop the Help Desk Operator and Operations Centre team, manage escalations, and continually improve business processes for the most effective and safe outcomes.

The ideal candidate is organised, adaptable, customer-focused, and thrives in a collaborative environment.

Key Responsibilities

• 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 

Education, Experience & Skills

Essential:

• 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

Desirable:

• Certificate IV in Customer Service
• Experience with CMMS systems (Manhattan or similar)
• Demonstrated experience in team leadership and staff development

Workplace Flexibility

This role is based onsite in our Melbourne CBD office, close to public transport. It is permanent full-time, Monday to Friday range between: 7am-7pm, with occasional ad hoc site visits and additional hours as required.

Why Join BGIS?

Key Benefits Include:
✔ AFR Best Places to Work 2024 & 2025
✔ Winner – Inspiring Workplaces Award 2025
✔ Be part of a global organisation known for innovation and excellence
✔ Endorsed by Work180 as an employer of choice for women
✔ 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

BGIS is a global leader in facility management, energy and sustainability, project delivery, asset management, and technical services. We employ over 12,000 people worldwide and manage more than 50,000 facilities, supporting diverse sectors including Government, Healthcare, and Higher Education.

How to Apply

If you are a proactive, customer-focused professional with leadership experience in a help desk or facilities environment, we would love to hear from you!

BGIS is an equal opportunity employer and strongly encourages applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQIA; individuals, and people from culturally diverse backgrounds.

Eligibility: Applicants must have full working rights in Australia.

Apply now to be part of a team that values collaboration, safety, innovation, and operational excellence.

Explore more opportunities at https://apac.bgis.com