Airport IT Support Team Lead (24/7 Field Ops)

Softtest Pays Pty; Brisbane; On-site; AUD 90,000 - 140,000; Full time

Job summary

Amadeus Brisbane Airport is seeking a Team Lead IT Product Support to oversee a 24/7 field service team, manage incidents, and ensure high‑quality support for kiosks, self‑service bag drops, airport cloud workstations, and biometric devices.

The role involves acting as primary on‑shift contact, coordinating with the Delivery Manager and internal teams to deliver timely resolutions and maintain service quality at Brisbane Airport.

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 Brisbane Airport is seeking a Team Lead IT Product Support to oversee a 24/7 field service team, manage incidents, and ensure high‑quality support for kiosks, self‑service bag drops, airport cloud workstations, and biometric devices.

The role involves acting as primary on‑shift contact, coordinating with the Delivery Manager and internal teams to deliver timely resolutions and maintain service quality at Brisbane Airport.