IT Operations & Service Desk Team Leader

About the role

Air Niugini is looking for an experienced, customer‑focused IT Operations & Service Desk Team Leader to manage the frontline IT support function. Reporting to the Operations Manager – System Stability & Vendor Management, you will ensure stable, secure, and high‑quality technology services across the airline.

Key responsibilities

• Lead, mentor and develop the Service Desk team while overseeing daily operations and service delivery.
• Coordinate incidents, service requests, escalations and ensure timely resolution of support issues.
• Monitor workloads, KPIs, service levels, staff rosters and support backlogs.
• Manage planned and unplanned IT outages, communicate effectively with users and lead major incident response.
• Maintain ITSM processes aligned with ITIL best practices and drive continuous improvement and automation.
• Coordinate technology vendors, monitor service performance and support IT asset lifecycle management.
• Assist with cybersecurity controls, audits, compliance requirements and security incident response.

Required profile

• Diploma or degree in IT, Computer Science, Information Systems or related field.
• Minimum 5 years of experience in IT support or Service Desk operations and at least 2 years in a supervisory role.
• Proven experience managing enterprise‑level Service Desk functions and vendor relationships.
• Current driver’s licence and flexibility to work outside normal business hours when required.

Required skills

• Strong knowledge of IT Service Management (ITSM) tools and processes (incident, problem, change, asset management).
• Experience supporting Microsoft technologies, enterprise systems and end‑user computing environments.
• Working knowledge of infrastructure, networking, cybersecurity and cloud services.
• Familiarity with ITIL principles and IT asset lifecycle management.