IT Field Support Manager

About the role

Support operations

• Lead and manage the team delivering 24/7 customer support across airport facilities.
• Oversee 24/7 on-site support for end-user infrastructure, passenger processing systems, security systems, and digital systems at HIA and DIA.
• Ensure service level agreements are met and customer satisfaction is maintained.
• Support executives at HIA and manage escalations to provide timely service.

Service quality and infrastructure

• Guide and provide technical support for challenging issues and mentor team members.
• Evaluate service quality, eliminate recurring issues, and minimize service downtime.
• Establish controls for secure deployment and management of IT endpoint infrastructure.
• Ensure patching and standard application and service compliance, and identify and remove non-standard applications.

About you

• Bachelor’s degree or equivalent and at least six years of job-related experience.
• Airport or airline experience is desirable.
• Certification and/or good understanding of ITIL Service Management or ISO 20000 best practices.
• Certification and/or good understanding and working knowledge of project management principles and processes.
• Knowledge of end-user computing tools and technologies, Microsoft, and CUTE products.
• Excellent communication and presentation skills; able to build trust and credibility with team members, business units, and peers.
• Command of the English language.

Workplace

• The role provides on-site support at HIA and DIA facilities.