Airport IT Field Support Team Lead

Amadeus; Brisbane; On-site; AUD 120,000 - 150,000; Full time

Job summary

Amadeus is seeking an IT Product Support - Team Lead (Airports) to provide frontline support and incident management for Amadeus Passenger Processing Solutions at Brisbane Airport. You will act as the primary on-shift contact, coordinating with the Delivery Manager and internal teams to resolve queries and service requests, while leading a field-team of engineers on 12-hour shifts.

You will oversee 24/7 operations from the Brisbane airport office and ensure quality service delivery, asset

Qualifications

• Customer service experience in an IT environment.
• Experience in delivering IT support in an airport or similar environment.
• Ability to diagnose technical issues and determine appropriate actions.
• Ability to analyze complex information, identify relevant details, and use a structured, organized, and strategic approach to problem-solving; assess information from multiple angles to drive continuous improvement.
• Understanding of mechanical componentry.
• Ability to build excellent customer and internal relationships.
• Strong verbal and written communication and presentation skills.

Responsibilities

• Coordinate incidents end-to-end, including response, rectification, and follow-up with internal departments within acceptable timeframes.
• Address and monitor issues beyond frontline support capabilities.
• Provide timely, high-quality service delivery to Brisbane Airport customers.
• Support onsite testing, implementation, or ad-hoc end-user training of installed equipment.
• Oversee and maintain appropriate stock levels of consumable items for operational continuity.
• Maintain the Asset Management Database for all deployed equipment.
• Lead the BNE Field Support team, including leave management, performance management, capability building, and rostering.
• Conduct routine preventative maintenance of all onsite hardware.

Skills

Customer service

Communication skills

Problem solving

Team leadership

IT support

Tools

Asset Management Database

Job description

Amadeus is seeking an IT Product Support - Team Lead (Airports) to provide frontline support and incident management for Amadeus Passenger Processing Solutions at Brisbane Airport. You will act as the primary on-shift contact, coordinating with the Delivery Manager and internal teams to resolve queries and service requests, while leading a field-team of engineers on 12-hour shifts.

You will oversee 24/7 operations from the Brisbane airport office and ensure quality service delivery, asset