Job Description/Specification:
Hamad International Airport is seeking an IT Field Support Manager to lead 24x7 technology support operations across HIA, DIA, and other airport facilities. The role combines IT service management, end-user infrastructure support, team leadership, SLA performance, executive support, and technology security controls. It is suited to an experienced IT support leader who can maintain reliable services in a demanding airport environment.
Key Responsibilities
- Lead and manage a team providing 24x7 customer support across HIA, DIA, and other facilities within the airport premises.
- Oversee on-site support for end-user infrastructure, passenger processing systems, security systems, and digital systems.
- Ensure agreed Service Level Agreements (SLAs) are consistently achieved while maintaining high customer satisfaction.
- Manage IT support and escalation for executives operating from HIA facilities, ensuring issues are addressed within required timeframes.
- Provide technical guidance for complex incidents and challenging user problems while mentoring and developing the field support team.
- Monitor service quality and identify recurring problems to reduce downtime and improve the reliability of services delivered to end users.
- Establish and maintain appropriate controls for IT endpoint infrastructure to ensure devices are deployed and managed securely.
- Monitor endpoint compliance with required patching levels and standard applications and services defined by QR Group IT.
- Identify and help remove non-standard applications from the IT environment where they do not meet established requirements.
- Work closely with business units, team members, and IT stakeholders to maintain effective communication and service delivery.
Requirements
- Bachelor’s degree or equivalent qualification.
- Minimum 6 years of job-related experience.
- Experience working in an airport or airline environment is desirable.
- Certification in, or strong understanding of, ITIL Service Management or ISO 20000 best practices.
- Certification in, or working knowledge of, project management principles and processes.
- Knowledge of end-user computing tools and technologies.
- Familiarity with Microsoft and CUTE products.
- Strong communication and presentation skills.
- Ability to work effectively with team members, business units, and peers while building trust and professional credibility.
- Strong command of the English language.
Who Should Apply?
This role is suited to experienced IT field support managers, service desk leaders, desktop support managers, IT operations supervisors, and technical support professionals who have progressed into people and service management.
Candidates should be comfortable managing a 24x7 support environment where service interruptions can affect critical airport operations. Experience in aviation, airports, airlines, or similarly demanding operational environments can be particularly relevant.
The position requires more than technical troubleshooting. You should be capable of managing people, monitoring service performance, handling escalations, maintaining customer relationships, and ensuring endpoint infrastructure remains secure and compliant.
Skills That Will Help You Succeed
Strong IT service-management knowledge will be important, particularly around SLA management, incident escalation, service quality, and continuous improvement. ITIL or ISO 20000 knowledge can help you structure support processes around recognized service-management practices.
Technical understanding of end-user computing, Microsoft technologies, endpoint infrastructure, and CUTE products is also relevant.
Leadership and communication skills are equally important. The manager needs to translate technical problems into clear business communication, guide support teams during challenging incidents, and maintain credibility with business stakeholders and executives.
How to Stand Out
Your CV should demonstrate the scale of IT support operations you have managed. Include team size, support coverage, number or type of sites supported, and the technologies or infrastructure under your responsibility.
Quantify achievements where possible. Examples could include improvements in SLA compliance, reduction in recurring incidents, reduced downtime, improved customer satisfaction, faster incident resolution, or successful endpoint compliance initiatives.
If you have airport or airline experience, make it prominent. Also highlight ITIL, ISO 20000, project management, Microsoft, endpoint management, and other relevant technical experience.
Interview Preparation
Prepare examples of managing a major or high-priority IT incident in a 24x7 environment. Be ready to explain how you allocated resources, communicated with stakeholders, managed escalation, and restored service.
You may also be asked how you would deal with recurring incidents, improve SLA performance, or handle an executive escalation requiring immediate attention.
Prepare examples demonstrating how you have secured endpoint environments, maintained patch compliance, controlled software installations, and addressed non-standard applications.
Leadership questions are also likely. Consider examples showing how you coached an underperforming team member, improved team capability, or maintained service quality during periods of high workload.
Career Growth
This position provides exposure to airport technology operations, IT service management, endpoint infrastructure, passenger processing systems, security systems, and digital services. Experience across these areas can support progression toward senior IT operations, service management, infrastructure, airport technology, or IT leadership roles.
Frequently Asked Questions
Where is the IT Field Support Manager role based?
The role supports facilities at Hamad International Airport (HIA), Doha International Airport (DIA), and other HIA premises.
How much experience is required?
The stated requirement is a Bachelor’s degree or equivalent with a minimum of 6 years of job-related experience.
Is airport or airline experience mandatory?
It is described as desirable, rather than a mandatory requirement.
Which IT service-management knowledge is relevant?
The position calls for certification or good understanding of ITIL Service Management or ISO 20000 best practices.
What technical knowledge is expected?
The role requires knowledge of end-user computing tools and technologies, including Microsoft and CUTE products, along with understanding of endpoint infrastructure and related security controls.