Team Lead - Airport Field Support (Airport IT)

Location: Onsite at Brisbane Airport, Queensland, Australia, in the hirify.global airport office. The role oversees 24/7 shifts, likely consisting of 12-hour shifts.

Company

hirify.global provides IT products and services for the travel and airport industry, including passenger processing solutions.

What you will do

• Lead frontline support and end-to-end incident management for airport passenger processing solutions.
• Act as the primary customer contact during shifts and coordinate resolutions with the Delivery Manager and internal teams.
• Lead the Brisbane Airport Field Support team, including rostering, leave management, performance management, and capability building.
• Oversee support for kiosks, self-service bag drops, airport cloud workstations and peripherals, auto boarding gates, and biometric devices.
• Coordinate onsite testing, implementations, end-user training, preventative maintenance, and technical issue resolution.
• Maintain consumable stock, asset records, service reporting, escalations, releases, and service improvement activities.

Requirements

• Customer service experience in an IT environment.
• Experience delivering IT support in an airport or similar environment.
• Ability to diagnose technical issues, determine appropriate actions, and manage complex information systematically.
• Understanding of mechanical componentry and preventative hardware maintenance.
• Strong customer relationship-building, verbal and written communication, and presentation skills.
• Successful candidates must complete a National Coordinated Criminal History Check before employment and ongoing engagement.

Culture & Benefits

• Learning through on-the-job training, formal activities, and collaboration with colleagues.
• Supportive environment focused on career development and personal and family life.
• Remuneration package including salary, bonus, and benefits.
• Flexible working model within the requirements of the onsite airport role.
• Diverse and inclusive workplace with equal opportunity practices.