IT Product Support Team Lead (Airports)

About the role

Amadeus is hiring an IT Product Support Team Lead (Airports) for its Brisbane Airport office. The role provides frontline support and incident management for Amadeus Passenger Processing Solutions at Brisbane Airport, including kiosks, self-service bag drops, airport cloud user workstations, auto boarding gates and biometric devices. It acts as the primary point of contact for the customer on shift, working with the Amadeus Delivery Manager and internal teams to resolve issues quickly.

The Team Lead reports to the Amadeus Airport Support Manager, who is also onsite in Brisbane. Each shift, likely 12 hours long, has a Team Lead responsible for the quality of service delivered, and the role oversees a team of field service engineers working 24/7 shifts.

Key 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 to Brisbane Airport customers
• Support onsite testing, implementation and ad-hoc end-user training of installed equipment
• Maintain appropriate stock levels of consumables and the asset management database for deployed equipment
• Lead the BNE Field Support team, including leave management, performance management, capability building and rostering
• Conduct routine preventative maintenance of onsite hardware

Required profile

• 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 analyse complex information and solve problems in a structured, strategic way
• Understanding of mechanical componentry
• Strong verbal and written communication and presentation skills

What we offer

• A competitive reward package including salary, bonus and benefits
• Learning opportunities through on-the-job training, formal learning and daily interaction with colleagues
• A flexible working model

Candidates must complete pre-employment screening, including a National Coordinated Criminal History Check. Amadeus is an equal opportunity employer and does not charge fees during recruitment.