Helpdesk and Desktop Support Team Leader

October 31, 2024

Air Niugini is currently seeking to recruit a Helpdesk and Desktop Support Team Leader. This is a dynamic opportunity to lead a committed IT team that plays a key role in delivering exceptional customer support and ensuring the smooth resolution of IT services crucial for business continuity. Reporting to the IT Operations Manager, you will supervise Helpdesk and Desktop Support Officers, ensuring efficient logging, addressing, and escalation of IT-related issues. You will also manage daily operations, collaborate with internal and external stakeholders, and minimize system disruptions across the organization.

Key Responsibilities

• Schedule and manage team with regular disposals of damaged/ End Of Life IT Equipment
• Lead and manage the Helpdesk and Desktop Support team, ensuring efficient handling of IT issues and service requests.
• Act as the main point of communication for IT support, maintaining proactive and clear communication with internal teams, external vendors, and stakeholders to resolve IT issues.
• Ensure prompt response and resolution of support requests to minimize system downtime and disruptions.
• Oversee the setup, configuration, and documentation of new IT equipment (e.g., computers, printers) in line with Air Niugini’s IT standards.
• Manage system outages (both planned and unplanned) and proactively communicate with affected users throughout the process.
• Monitor and follow up on unresolved issues, ensuring timely resolution.
• Provide on-the-job training to end-users on IT systems and equipment to enhance their efficiency.
• Prepare team schedules, manage workloads, and ensure adequate coverage during staff absences.
• Generate regular performance and case management reports for the IT Operations Manager.
• Maintain accurate documentation of helpdesk processes and procedures for transparency and consistency.
• Assist the IT Operations Manager and IT Executive Manager in meeting deadlines and achieving key goals.
• Be flexible to work outside normal business hours when necessary to support business needs or respond to critical incidents.
• Process timesheets every pay period (PPE).
• Schedule and manage regular audits of IT equipment.
• Coordinate the disposal of damaged or End-Of-Life IT equipment.
• Align helpdesk processes and documentation to remain compliant with ITPPM and relevant control documents.

Qualifications and Skills:

• A diploma or degree in IT or a related field (preferred).
• Certification in PC support (e.g., CompTIA A+) is advantageous.
• At least 3 years of experience in a supervisory or team leader role within IT support.
• Proven experience in an IT service management (ITSM) environment, with knowledge of Microsoft Windows 10, Exchange email, and network support.
• Strong customer service skills with the ability to support users both in-person and remotely.
• Excellent communication skills for effective interaction with staff, management, and external vendors.
• Ability to train users on IT systems and equipment.
• Self-motivated, proactive, and a team player with the ability to quickly learn new technologies.
• Ability to remain calm and focused in high-pressure situations.
• A valid driver’s license is an advantage. All applications must include an updated CV, copies of certificates and other relevant documents, referees (3 x) with valid contact details and email address.
• Please email all your documents to, Email: recruitment@airniugini.com.pg
• Applications close Friday 15th November 2024.