IT Field Support Manager

Hamad International Airport (HIA) is seeking an experienced IT Field Support Manager to lead its 24/7 IT support operations across airport facilities in Doha, Qatar. This leadership role is ideal for IT professionals with strong experience in service management, end-user support, and IT infrastructure who can ensure business-critical systems remain secure, available, and fully operational.

The successful candidate will oversee technical support teams, manage service delivery, maintain service quality, and ensure IT operations support the airport's continuous and high-volume operational environment.

About This Role

As the IT Field Support Manager, you will lead a team responsible for delivering around-the-clock IT support across Hamad International Airport and associated facilities. You will oversee end-user computing services, passenger processing systems, digital platforms, and security-related technologies while ensuring service levels, operational continuity, and customer satisfaction are consistently achieved.

This role requires strong leadership, technical expertise, service management experience, and the ability to coordinate with multiple stakeholders in a fast-paced operational environment.

Key Responsibilities

💻 IT Service Operations

✅ Lead and manage a 24/7 IT Field Support team across airport facilities.

✅ Ensure continuous availability of end-user IT services and business-critical systems.

✅ Coordinate support activities for airport operations and executive users.

🖥️ Technical Support & Infrastructure

✅ Oversee support for end-user devices, workplace technologies, and IT endpoint infrastructure.

✅ Provide technical guidance for complex incidents and escalations.

✅ Ensure systems remain secure, stable, and fully operational.

📊 Service Delivery Management

✅ Monitor Service Level Agreements (SLAs) and maintain high customer satisfaction.

✅ Evaluate service performance and implement continuous improvement initiatives.

✅ Reduce recurring incidents and minimize system downtime.

🔐 IT Security & Compliance

✅ Ensure endpoint infrastructure complies with security policies and patch management standards.

✅ Monitor application compliance and remove unauthorized software where necessary.

✅ Maintain a secure IT environment aligned with organizational standards.

👥 Leadership & Team Management

✅ Mentor and develop IT support engineers and technical staff.

✅ Allocate resources effectively to ensure 24/7 operational coverage.

✅ Foster a culture of collaboration, accountability, and continuous improvement.

🤝 Stakeholder Management

✅ Work closely with business units, airport operations, and executive management.

✅ Coordinate with internal IT teams and vendors to resolve critical issues.

✅ Communicate technical updates and service improvements to stakeholders.

Minimum Requirements

🎓 Education

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related discipline.

💼 Experience

• Minimum 6 years of relevant IT experience.
• Experience leading IT support or service management teams.
• Experience supporting enterprise IT infrastructure and end-user computing environments.
• Experience within the airport or airline industry is highly desirable.

🛠 Technical Skills

✔ IT Service Management (ITSM)

✔ IT Field Support

✔ End-User Computing

✔ IT Infrastructure Support

✔ Microsoft Technologies

✔ CUTE Systems

✔ Service Level Management (SLA)

✔ Incident & Problem Management

✔ Endpoint Management

✔ Patch Management

✔ IT Security & Compliance

✔ Vendor Management

✔ Project Coordination

✔ Team Leadership

📜 Professional Certifications

The following certifications are advantageous:

• ITIL Foundation or higher
• ISO 20000 Service Management knowledge
• Project Management certification (PMP, PRINCE2, or equivalent)
• Microsoft certifications are beneficial

🌍 Language Requirements

• Excellent written and spoken English.
• Strong presentation and communication skills are essential.

Who Can Apply?

This opportunity is suitable for:

• 💻 IT Field Support Managers
• 🖥 IT Operations Managers
• 📡 IT Infrastructure Managers
• 🛠 IT Service Delivery Managers
• ☁ End User Computing Managers
• 🔐 IT Support Managers
• 🏢 Technical Support Managers
• ✈️ Aviation IT Professionals

Candidates with experience in airports, airlines, transportation, large enterprise environments, or mission-critical operations are encouraged to apply.

Why Apply?

This role offers the opportunity to lead IT support operations within one of the world's leading airports while contributing to business continuity and operational excellence.

Benefits include:

• ⭐ Opportunity to work with Hamad International Airport.
• ⭐ Leadership role within a large-scale enterprise IT environment.
• ⭐ Exposure to advanced airport technologies and critical operational systems.
• ⭐ Professional development within the aviation industry.
• ⭐ Collaborative workplace with opportunities for long-term career growth.

CV & Interview Tips

To strengthen your application:

• 📄 Highlight leadership experience managing IT support teams and service delivery operations.
• 💻 Showcase expertise in ITIL, incident management, endpoint support, and enterprise infrastructure.
• 📊 Include measurable achievements such as SLA improvements, reduced downtime, or service optimization initiatives.
• 🔐 Demonstrate experience with IT security, compliance, patch management, and endpoint governance.
• 💡 During interviews, be prepared to discuss service management methodologies, team leadership, incident escalation, customer satisfaction, IT governance, and supporting business-critical environments.

Application Tips

Before applying:

• ✅ Update your CV with your latest IT leadership and service management experience.
• ✅ Highlight experience supporting enterprise infrastructure and end-user computing environments.
• ✅ Include ITIL, Microsoft, Project Management, or other relevant certifications.
• ✅ Quantify achievements related to service improvement, SLA performance, operational efficiency, or team leadership.
• ✅ Apply before the closing date, as aviation IT leadership positions are highly competitive.

Looking for more IT Infrastructure, Technical Support, Service Management, Cybersecurity, Aviation IT, and Technology jobs in Qatar? Browse the latest opportunities on QatarJobPortal.com and explore rewarding careers with leading employers across Qatar.