About the role:
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Hamad International Airport is seeking a highly skilled IT Field Support Manager to lead our tech support operations and empower seamless business performance. In this role, you will lead the team that keeps our technology running strong, ensuring operational success by keeping people connected, systems running, and the business thriving. If you thrive in a dynamic environment, possess excellent communication skills, and have a proven track record, you can help us achieve this ambition by:
- Leading and managing a team providing 24x7 Customer Support across HIA, DIA, and other facilities within HIA premises.
- Being accountable for 24x7 on-site customer support at HIA and DIA facilities for end-user infrastructure, passenger processing systems, security systems, and digital systems.
- Ensuring Service Level Agreements (SLA) are met and a high degree of customer satisfaction is achieved and maintained.
- Providing support for executives operating out of HIA premises and managing escalations to ensure timely service.
- Offering guidance and technical support for challenging issues and problems, acting as a mentor to the team.
- Regularly evaluating service quality to eliminate recurring issues and minimize the downtime of the service delivered to end users.
- Establishing adequate controls related to IT end-point infrastructure to ensure they are deployed and managed in a secure environment.
- Ensuring IT end-point infrastructure is compliant with patching levels and standard applications/services as defined by the company Group IT, and identifying and removing non-standard applications from the environment.
About you:
- Bachelor’s Degree or Equivalent with a minimum of 6 years of job-related experience. Work experience in Airport or Airline environments would be desirable.
- Certification and/or strong 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, with a proven ability to effectively interact with team members, Business Units, and peers, earning their trust and establishing credibility; proficiency in the English language.
