IT Field Support Manager
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Key skills for this role
About the Role
Qatar Airways seeks an IT Field Support Manager to lead 24x7 customer support at Hamad International Airport. You will manage a team, ensure SLA compliance, and oversee end-user infrastructure, passenger processing, and security systems.
Key Skills for This Role
Responsibilities
- Lead and manage a team providing 24x7 Customer Support across HIA, DIA and other facilities within HIA premises.
- Accountable for 24x7 on site customer support at HIA and DIA facilities for end user infrastructure, passenger processing systems, security systems and digital systems.
- Ensure Service Level Agreements (SLA) are met and a high degree of customer satisfaction is achieved and maintained.
- Accountable for providing support for executive operating out of HIA premises and manage escalation to ensure timely service.
- Provide guidance and technical support for challenging issues and problems, and act as a mentor to the team.
- Regularly evaluate service quality to eliminate recurring issues and minimize downtime.
- Accountable for establishing adequate controls related to IT end point infrastructure to ensure secure deployment and management.
- Ensure IT end point infrastructure is compliant to patching levels and standard applications/services as defined by QR Group IT.
Requirements
- Bachelor's Degree or Equivalent
- Minimum 6 years of job related experience
- Certification or good understanding of ITIL Service Management or ISO 20000 best practices
- Certification or good understanding of Project Management principles and processes
- Knowledge of end users computing tools and technologies, Microsoft and CUTE products
- Excellent communication and presentation skills
- Command of English Language
Full Job Posting
About the role
- Hamad International Airport is seeking a highly skilled IT Field Support Manager to lead tech support operations and empower seamless business performance.
- Lead the team that keeps our technology running strong. Be the backbone of operational success.
Key Responsibilities
- Lead and manage a team providing 24x7 Customer Support across HIA, DIA and other facilities within HIA premises.
- Accountable for 24x7 on site customer support at HIA and DIA facilities for end user infrastructure, passenger processing systems, security systems and digital systems.
- Ensure Service Level Agreements (SLA) are met and a high degree of customer satisfaction is achieved and maintained.
- Accountable for providing support for executive operating out of HIA premises and manage escalation to ensure timely service.
- Provide guidance and technical support for challenging issues and problems, and act as a mentor to the team.
- Regularly evaluate service quality to eliminate recurring issues and minimize the downtime of Service delivered to end users.
- Accountable for establishing adequate controls related to IT end point infrastructure to ensure they are deployed and managed in a secure environment.
- Ensure IT end point infrastructure is compliant to patching levels and standard applications/ services as defined by QR Group IT and non standard applications are identified and removed from the environment.
About you
- Bachelor’s Degree or Equivalent with Minimum 6 years of job related experience. Work experience in Airport or Airline would be 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 principals and processes.
- Knowledge of end users computing tools and technologies, Microsoft and CUTE products.
- Excellent communication and presentation skills and proven ability to effectively interact with team members, Business Units, and peers, earning their trust and establishing credibility, command of English Language.
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