IT Field Support Manager

About the role

Hamad International Airport is looking for an IT Field Support Manager to lead 24x7 technical support across its airport facilities. The role ensures seamless operation of end‑user infrastructure, passenger processing, security and digital systems, while maintaining high customer satisfaction.

Key responsibilities

• Lead and manage a team delivering 24x7 on‑site customer support at HIA, DIA and other airport facilities.
• Ensure Service Level Agreements are met and maintain a high degree of customer satisfaction.
• Provide executive support on‑site and manage escalations for timely resolution.
• Mentor team members and guide resolution of complex technical issues.
• Evaluate service quality, eliminate recurring problems and minimise downtime.
• Establish controls for IT endpoint infrastructure and ensure secure deployment.
• Maintain compliance with patching levels and standard applications as defined by QR Group IT, removing non‑standard software.

Required profile

• Bachelor’s degree or equivalent with a minimum of 6 years of relevant experience; airport or airline experience is desirable.
• Understanding of ITIL Service Management or ISO 20000 best practices.
• Knowledge of project management principles and processes.
• Familiarity with end‑user computing tools, Microsoft and CUTE products.
• Excellent communication and presentation skills in English.

Required skills

• Microsoft technologies
• CUTE products
• ITIL Service Management
• ISO 20000
• Project Management principles