Airport IT Support Team Lead (24/7)

Suncorp; Brisbane; On-site; AUD 110,000 - 150,000; Full time

Job summary

Amadeus is seeking an IT Product Support - Team Lead (Airports) to manage frontline support and incident handling for Amadeus Passenger Processing Solutions at Brisbane Airport. You will lead a 24/7 field team, coordinate escalations, and ensure SLA-driven outcomes across kiosks, biometrics, and airport workstations.

The role involves coordinating incidents end-to-end, rostering, asset management, and driving continuous improvement in service delivery while reporting to the on-site Airport

Qualifications

• Customer service experience in an IT environment.
• Experience 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 approach to problem-solving; 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.
• 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.

Job description

Amadeus is seeking an IT Product Support - Team Lead (Airports) to manage frontline support and incident handling for Amadeus Passenger Processing Solutions at Brisbane Airport. You will lead a 24/7 field team, coordinate escalations, and ensure SLA-driven outcomes across kiosks, biometrics, and airport workstations.

The role involves coordinating incidents end-to-end, rostering, asset management, and driving continuous improvement in service delivery while reporting to the on-site Airport