IT Product Support - Team Lead (Airports)

Job description

Job Title Team Lead - Airport Field Support Purpose of the Role: The purpose of this role is to provide frontline support and effective incident management for all Amadeus Passenger Processing Solutions at Brisbane Airport, including but not limited to: Kiosks and Self-Service Bag Drops Airport Cloud User Workstations and Peripherals Auto Boarding Gates Biometric Devices The onsite Airport Team Lead Field Support will maintain quality and consistency in ongoing service delivery and field service management for Amadeus Airport IT products and services at Brisbane Airport. Acting as the Primary Point of Contact for the customer while on shift, the Supervisor addresses all queries, concerns, and service requests, collaborating with the Amadeus Delivery Manager and internal teams to provide timely resolutions. Located in the Amadeus office within the airport, the Team Lead oversees a team of field service engineers working 24/7 shifts to manage customer incidents, escalations, problems, changes, releases, asset management, SLA reporting, and service improvements. Each shift, likely to be 12 hours, will have a Team Lead overseeing the quality of services delivered during their shift. The Team Lead reports to the Amadeus Airport Support Manager based onsite in Brisbane. Main 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. Relevant Work Experience: 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. Note: As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a National Coordinated Criminal History Check . Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening. What we can offer you ? 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose. 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues. 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment. 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus and benefits. 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them. 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. #LI-APAC24 Diversity & Inclusion Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law. Be aware of recruitment scams Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.