Team Lead – Airport Field Support
The purpose of this role is to provide frontline support and effective incident management for all Amadeus Passenger Processing Solutions at Brisbane Airport, including kiosks, self‐service bag drops, airport cloud user workstations, auto boarding gates, and biometric devices.
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 preventive maintenance of all onsite hardware.
Relevant Work Experience
* 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 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.
Benefits
* A critical mission and purpose – contribute to the future of travel.
* A truly global DNA – work within a worldwide environment.
* Great learning opportunities across formal and informal training.
* A caring environment that supports career and personal life.
* A complete rewards offer including salary, bonus and benefits.
* Flexible working model to support work-life balance.
* A diverse and inclusive community promoting collaboration and innovation.
* A reliable company with strong values of trust and reliability.
Diversity & Inclusion
Amadeus aspires to be a leader in diversity and inclusion, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment.
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.
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