Job Description Help Desk Team Leader – Southport, Gold Coast Location: Southport, QLD Company: BGIS, Healthcare Aligned client Employment Type: Permanent Full-Time, On-Site 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 various industries. We pride ourselves on maintaining high standards of safety, collaboration, and service excellence. Purpose of the Role BGIS is seeking an experienced Help Desk Team Leader to lead and support the onsite customer service team at a large healthcare precinct in Southport. Reporting to the Account Manager, you will play a key coordination role in ensuring smooth workflow, high-quality customer support, and strong relationships between BGIS, our service providers, and the onsite account team. This role is well suited to someone who is calm, empathetic, organised and solutions-focused, with a natural ability to support others, manage competing priorities, and navigate complex environments with patience and professionalism. Key Responsibilities Supervise and support the onsite help desk team, including coaching and day-to-day guidanceAct as the primary escalation point for Customer Service Officers and the onsite account teamOversee help desk processes, workflow, and response times to ensure service standards are metManage incoming calls, work orders, and data entry using the CMMSWork closely with Facilities Managers, contractors, and stakeholders to resolve issues efficientlyPrepare reports, monitor trends, and suggest process improvementsEnsure compliance with BGIS systems, safety policies, and contractual requirements Education, Experience & Skills Essential: Demonstrated experience in a call centre, operations centre, or help desk environmentPrevious experience leading or supporting a small teamStrong communication skills, professional phone manner, and attention to detailExperience using Microsoft Office (Word, Excel, Outlook) and CMMS systemsAbility to prioritise work, stay composed under pressure, and use sound judgement in grey areas Desirable: Certificate IV in Customer ServiceExperience in Facilities Management, healthcare, or trade dispatching Workplace Flexibility This role is based onsite full-time 40 hours per week at our Client’s Site in Southport, conveniently located near public transport. Why Join BGIS? Key Benefits Include: ✔ AFR Best Places to Work 2024 & 2025 ✔ Endorsed by Work180 as an employer of choice for women ✔ Health perks including EAP, wellness programs & flu vaccinations ✔ Career progression through secondments & internal mobility ✔ 2 paid volunteer days annually ✔ Leadership development programs ✔ Service recognition awards ✔ Work180 Gender Sourcing Accreditation ✔ Spot recognition vouchers and $2,000 employee referral bonus. ✔ Access to Flare for discounts across retailers, energy, utilities & much more! ✔ Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers BGIS employs over 12,000 people worldwide and manages more than 50,000 facilities, including critical environments such as hospitals and data centres. We are proud of our strong commitment to diversity, safety, and sustainability. How To Apply If you are a supportive, organised and customer-focused professional looking to step into a team leadership role, 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. A police check and pre-employment medical will be required. Apply Now Be part of a workplace that values inclusion, collaboration, and continuous improvement. Explore more opportunities at https://apac.bgis.com