IT Field Support Manager

About the Role

Hamad International Airport is looking for a seasoned IT Field Support Manager to oversee and direct our technology support operations, ensuring uninterrupted business continuity. This pivotal position involves leading the team responsible for maintaining robust IT systems that keep our operations smooth and our personnel connected.

If you excel in fast-paced environments, possess strong communication capabilities, and have a proven history of leadership in IT support, this role offers an opportunity to make a significant impact by:

• Leading and managing a dedicated team providing round-the-clock customer support at HIA, DIA, and other HIA facilities.
• Being accountable for 24/7 on-site customer support for end-user infrastructure, passenger processing systems, security systems, and digital platforms at HIA and DIA.
• Ensuring compliance with Service Level Agreements (SLAs) and maintaining high customer satisfaction standards.
• Offering support to executives stationed at HIA and managing escalations to guarantee timely resolution of issues.
• Providing mentorship and expert advice for complex technical challenges faced by the team.
• Conducting regular evaluations of service quality to address recurring problems and reduce service downtime for end users.
• Establishing and maintaining strict controls over IT endpoint infrastructure to ensure secure deployment and management.
• Guaranteeing endpoint infrastructure compliance with patching schedules and standard applications as prescribed by QR Group IT, identifying and removing unauthorized applications.

About You

• You hold a Bachelor's degree or an equivalent qualification with at least six years of relevant professional experience. Experience within an airport or airline environment is a plus.
• You have certifications or a solid grasp of ITIL Service Management or ISO 20000 best practices.
• You possess certifications or practical knowledge of Project Management principles and processes.
• You are familiar with end-user computing tools and technologies, including Microsoft and CUTE products.
• You demonstrate excellent communication and presentation skills, capable of engaging effectively with team members, business units, and peers, fostering trust and credibility. Proficiency in English is essential.