IT Operations and Service Desk Team Leader
Air Niugini Limited · Flight Operations
Job Requirements Checklist
Review the education, experience, licensing, and accreditation requirements.
Air Niugini is seeking an experienced, customer-focused IT Operations & Service Desk Team Leader to lead its frontline IT support function and deliver stable, secure technology services. Reporting to the Operations Manager - System Stability & Vendor Management, the role oversees daily Service Desk operations, incident management, and continuous service improvements supporting critical airline operations.
Reports to: Operations Manager - System Stability & Vendor Management
What you will do
- Lead, mentor, coach, and develop the frontline Service Desk team.
- Manage daily Service Desk operations, staff rosters, support backlogs, and KPI performance.
- Coordinate incidents, service requests, escalations, major incident responses, and root cause analysis.
- Maintain IT Service Management (ITSM) processes aligned with industry best practices and ITIL principles.
- Coordinate technology vendors and monitor external service performance against agreed SLAs.
- Support IT asset lifecycle management, software licensing, and equipment deployment.
- Assist with cybersecurity controls, compliance audits, and security incident response.
What they ask for
Education: Diploma or higher · Experience: 5+ years
- 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
- Minimum of two (2) years' experience leading or supervising technical support teams
- Demonstrated experience managing enterprise-level Service Desk operations
- Strong knowledge of ITSM tools and processes (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
- Current driver's licence
- Flexibility to work outside normal business hours when operational requirements arise
- 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
How to apply
Submit a cover letter addressing the role requirements, an updated CV, and copies of relevant qualifications and certifications online via the Air Niugini Limited e-Recruitment Portal.
- CV
- Cover Letter
- Certificates