IT Operations and Service Desk Team Leader

About the role

Air Niugini is looking for an experienced, customer‑focused IT Operations & Service Desk Team Leader to oversee frontline IT support and ensure stable, secure, high‑quality technology services across the airline.

Key responsibilities

• Lead, mentor and develop the Service Desk team while managing daily operations.
• Coordinate incidents, service requests, escalations and ensure timely resolution.
• Monitor workloads, KPIs, service levels, staff rosters and support backlogs.
• Manage planned and unplanned IT outages and communicate effectively with users.
• Lead major incident response and facilitate root‑cause analysis.
• Maintain ITSM processes aligned with ITIL best practices.
• Drive continuous improvement, automation and service enhancements.
• Coordinate technology vendors and monitor service performance against SLAs.
• Support IT asset lifecycle, software licensing and equipment deployment.
• Assist with cybersecurity controls, audits, compliance and security incident response.

Required profile

• Diploma or degree in IT, Computer Science, Information Systems or related field.
• At least 5 years of experience in IT support or Service Desk operations.
• Minimum 2 years of experience leading or supervising technical support teams.
• Strong knowledge of ITSM tools and processes (incident, problem, change, asset management).
• Current driver’s licence and flexibility to work outside normal business hours.

Required skills

• Microsoft technologies and enterprise systems.
• End‑user computing environments.
• Infrastructure, networking, cybersecurity and cloud services.
• IT Service Management (ITSM) tools and ITIL principles.
• Vendor and managed service provider management.