IT Field Support Manager

Description

About the role:

Hamad International Airport is seeking a highly skilled IT Field Support Manager to lead our tech support operations and empower seamless business performance. Lead the team that keeps our technology running strong. Be the backbone of operational success, keep people connected, systems running, and business thriving. If you thrive in a dynamic environment, possess excellent communication skills, and have a proven track record and can help us to achieve this ambition by:

·       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.

Qualification

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·       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