Team Leader National Helpdesk Coordinator

• Be the key point of contact for nationwide helpdesk coordination
• Join a global leader in facilities management with strong values
• Opportunity to lead, mentor, and drive operational excellence

Mo OCS: Ki OCS ka aro pu ki te whakau i o matou ake matapono: Whakapono (Trust), Whakaute (Respect), Kotahitanga (Unity) me te Whakamana (Empowerment). Ko tona waru tekau nga tau matou e mahi ana ki roto i te rangai nei, he pai mutunga te kounga o nga mahi Whakapaipai Whare Pakihi, Whakahaere Wahi Mahi me te ratonga WasteLine Solutions e mahia nei ki nga rangai katoa i Aotearoa puta noa ki te ao.

About OCS: OCS is a global leader in facilities management with over 80 years of experience in New Zealand. We provide high-quality cleaning, facilities management, and WasteLine services across diverse sectors—helping organisations maintain safe, efficient, and welcoming environments.

The Role As the Team Leader - National Helpdesk Coordinator, you will oversee the day-to-day operations of our helpdesk team, ensuring timely and effective support for clients and internal teams nationwide. This role requires strong leadership, organisational skills, and a customer-first mindset. Your responsibilities include, but are not limited to:

• Leading and mentoring the helpdesk team to deliver exceptional service
• Managing workflow and prioritising tasks to meet service level agreements
• Acting as the escalation point for complex queries and issues
• Monitoring performance metrics and implementing improvements
• Coordinating with internal departments to resolve operational challenges
• Maintaining accurate records and reporting on helpdesk activities
• Driving continuous improvement initiatives across the helpdesk function
• Ensuring compliance with company policies and procedures

About You To succeed in this role, you will bring:

• Proven experience in a leadership or supervisory role within a helpdesk or customer service environment
• Strong organisational and time management skills
• Excellent communication and interpersonal abilities
• Ability to manage pressure and resolve issues effectively
• Proficiency in using helpdesk systems and Microsoft Office Suite
• A proactive approach to problem-solving and process improvement
• Commitment to delivering outstanding customer service
• Flexibility to adapt to changing priorities and business needs

This role is subject to pre-employment checks and may require a clean criminal record. Final appointment is contingent on satisfactory results.

Applicants for this position should have NZ residency or a valid NZ work visa. If this sounds like the right role for you, please apply and attach a CV and cover letter.