Manager, ICT Airport Applications Support

Job Description

Manager, ICT Airport Applications Support:

The Manager, ICT Airport Applications Support is a key leadership role responsible for ensuring the operational health, reliability, and excellent user support of all critical Information and Communications Technology (ICT) applications essential for airport functions. This role manages the technical support team, oversees financial processes, and utilizes performance data to drive continuous improvement in service delivery.

Key Responsibilities:

Technical Support and Service Delivery

• Oversee and manage the 1st, 2nd, and 3rd-line technical support teams for mission-critical airport applications, including:

• • Common Use Terminal Equipment (CUTE/CUPPS)

  • Airport Operational Database (AODB)

  • Flight Information Display Systems (FIDS)

  • Baggage Handling System (BHS) interfaces

  • Access Control and Security Systems (ACSS) applications

• Establish, monitor, and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), driving continuous improvement in service delivery metrics.

• Ensure the application support team provides rapid response and effective resolution to all incidents and service requests impacting airport operations.

Financial Management and Compliance

• Budget Planning: Lead the annual budget planning process for the application support team, covering licensing, maintenance contracts, staffing, training, and tools.

• Budget Utilization Oversight: Monitor and control departmental spending, ensuring budget utilization is aligned with strategic priorities and financial targets.

• Payment Processing and Compliance Oversight: Ensure adherence to internal & external compliance standards while overseeing the processing and completion of application-related payments, invoices, and purchase orders.

Data-Driven Continuous Improvement

• Implement systems to collect, analyze, and report on key performance indicators (KPIs) such as incident volume, resolution time, first-call resolution rate, and system availability.

• Utilize data analytics to identify trends, chronic problems, and bottlenecks in application performance and support processes.

• Develop and execute continuous improvement plans based on data-driven insights to enhance application stability, reduce operational costs, and improve user satisfaction.

Team Leadership and Process Management

• Lead, mentor, and coach a team of Application Support Specialists, fostering a high-performance culture focused on customer satisfaction and problem resolution.

• Implement and enforce best practices for IT Service Management (ITSM), specifically focusing on Incident Management, Problem Management, and Change Management processes related to airport applications.

• Manage the team's shift schedules and staffing to provide 24/7/365 coverage for critical systems.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related technical field.

• A minimum of 5 years of experience in a technical support or application management role, with at least 3 years in a leadership or managerial capacity.

• Direct experience supporting mission-critical, high-availability systems, preferably within the aviation or airport environment.

• Strong working knowledge of IT Service Management (ITSM) frameworks, particularly ITIL.

• Demonstrated experience with budget management, financial tracking, and vendor contract compliance.

Preferred

• Experience managing support for common airport technology platforms 

• Professional certifications such as ITIL Foundation/Practitioner, PMP, or relevant technical certifications.

• Experience with service desk tools (e.g., ServiceNow, Jira Service Desk) and reporting/dashboard tools.

Core Competencies:

• Financial Acumen: Ability to manage complex budgets and ensure fiscal responsibility.

• Data Analysis: Skilled in translating raw data into actionable strategies for improvement.

• Crisis Management: Ability to remain calm and decisive while coordinating resolution efforts during major system outages.

• Communication: Clear and effective communication skills for technical, operational, and financial audiences.