IT Operations and Service Desk Team Leader

IT OPERATIONS & SERVICE DESK TEAM LEADER

Location: Port Moresby, Papua New Guinea
Department: Information Technology

Air Niugini is seeking an experienced, customer-focused, and results-driven IT Operations & Service Desk Team Leader to lead our frontline IT support function and help deliver stable, secure, and high-quality technology services across the organisation.

Reporting to the Operations Manager - System Stability & Vendor Management, this role will provide leadership to the Service Desk team while ensuring efficient day-to-day IT support operations, timely incident resolution, continuous service improvement, and reliable technology services that support critical airline operations.

This is an exciting opportunity to play a key leadership role in maintaining the performance, availability, and security of Air Niugini's IT environment while developing a responsive and customer-focused support team.

Key Responsibilities

The successful candidate will be responsible for:

• Leading, mentoring, coaching, and developing the Service Desk team.
• Managing daily Service Desk operations and ensuring effective service delivery across the organisation.
• Coordinating incidents, service requests, escalations, and timely resolution of support issues.
• Monitoring workloads, KPI performance, service levels, staff rosters, and support backlogs.
• Supporting the stability and availability of business-critical IT services.
• Managing planned and unplanned IT outages and ensuring effective communication with users.
• Leading major incident response activities and facilitating root cause analysis for recurring issues.
• Maintaining IT Service Management (ITSM) processes aligned to industry best practices and ITIL principles.
• Driving continuous improvement initiatives, automation opportunities, and service enhancements.
• Coordinating technology vendors and monitoring service performance against agreed service levels.
• Supporting IT asset lifecycle management, software licensing, and equipment deployment.
• Assisting with cybersecurity controls, audits, compliance requirements, and security incident response.
• Building strong relationships with business units and key stakeholders.
• Promoting a professional, service-oriented, and customer-focused IT support culture.

Essential Qualifications & Experience

To be successful in this role, you will possess:

• A Diploma or Degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• At least five (5) years' experience in IT support, Service Desk operations, or IT operations environments.
• A minimum of two (2) years' experience leading or supervising technical support teams.
• Demonstrated experience managing enterprise-level Service Desk operations.
• Strong knowledge of IT Service Management (ITSM) tools and processes, including incident, problem, change, and asset management.
• Experience supporting Microsoft technologies, enterprise systems, and end-user computing environments.
• Working knowledge of infrastructure, networking, cybersecurity, and cloud services.
• Experience managing technology vendors and/or managed service providers.
• A current driver's licence.
• Flexibility to work outside normal business hours when operational requirements arise.

Desirable Qualifications

The following qualifications will be highly regarded:

• ITIL Foundation certification or equivalent.
• Microsoft, Cisco, Azure, or other relevant technical certifications.
• Leadership or people management qualifications.
• CompTIA A+ or equivalent end-user support certification.

Key Competencies

The ideal candidate will demonstrate:

• Strong leadership, coaching, and team development capabilities.
• Excellent IT Service Management and technical troubleshooting skills.
• Strong incident and problem management expertise.
• Outstanding communication and stakeholder engagement skills.
• A customer-centric approach to service delivery.
• Strong organisational, prioritisation, and resource-planning abilities.
• A continuous improvement mindset with a focus on innovation and efficiency.
• High levels of professionalism, accountability, and integrity.
• The ability to remain calm, decisive, and solution-focused under pressure.
• Adaptability and a willingness to embrace new technologies and ways of working.

At Air Niugini, you will have the opportunity to contribute directly to the reliability, security, and performance of technology services that support Papua New Guinea's national airline. You will work alongside dedicated professionals in a dynamic environment while helping shape and enhance IT support services across the organisation.

How to Apply

Interested applicants should submit:

• A cover letter addressing the requirements of the role;
• A current Curriculum Vitae (CV); and
• Copies of relevant qualifications and certifications.

Applications must be submitted online through the Air Niugini Limited e-Recruitment Portal.

Only shortlisted applicants will be contacted.

Air Niugini Limited is an Equal Opportunity Employer and welcomes applications from suitably qualified Papua New Guinean citizens.