Job ID
48381
Job Title
IT Application Support Manager
To work for
UCK Airports
Country
Syria
City
Damascus
Field of Work
IT Software/IT Security
Job Type
Full time
Minimum Education Level
Bachelor/ License Degree
Responsibilities
• Lead the airport IT Service Desk function, supervising field support technicians and ensuring the delivery of reliable technical support services.
• Manage end-user support operations, including the logging, tracking, prioritization, and escalation of service requests and incidents.
• Provide first-line technical support for workstations, printers, user devices, and enterprise workplace technologies.
• Provide first-line support for network connectivity issues, including LAN/Wi-Fi access, user authentication, and access management.
• Coordinate with Airport Technology Operations teams for the resolution of infrastructure-related incidents (networks, servers, operational technology platforms).
• Perform basic infrastructure troubleshooting, including connectivity validation, user access verification, and system availability checks.
• Maintain comprehensive documentation of incidents, solutions, and knowledge base articles to facilitate efficient issue resolution.
• Monitor service performance against key metrics and identify opportunities for continuous service improvement.
• Support technology rollouts, workstation deployments, and workplace technology upgrades.
• Ensure compliance with IT service management processes (e.g., ITIL) and organizational policies.
• Develop and present service desk performance reports, including ticket volumes, response times, and resolution rates.
• Identify recurring incidents and support root cause analysis in collaboration with relevant technology teams.
• Maintain all service documentation and operational procedures supporting airport technology services.
• Promote and foster a customer-focused service culture that supports the needs of all airports operational departments
• Manage end-user support operations, including the logging, tracking, prioritization, and escalation of service requests and incidents.
• Provide first-line technical support for workstations, printers, user devices, and enterprise workplace technologies.
• Provide first-line support for network connectivity issues, including LAN/Wi-Fi access, user authentication, and access management.
• Coordinate with Airport Technology Operations teams for the resolution of infrastructure-related incidents (networks, servers, operational technology platforms).
• Perform basic infrastructure troubleshooting, including connectivity validation, user access verification, and system availability checks.
• Maintain comprehensive documentation of incidents, solutions, and knowledge base articles to facilitate efficient issue resolution.
• Monitor service performance against key metrics and identify opportunities for continuous service improvement.
• Support technology rollouts, workstation deployments, and workplace technology upgrades.
• Ensure compliance with IT service management processes (e.g., ITIL) and organizational policies.
• Develop and present service desk performance reports, including ticket volumes, response times, and resolution rates.
• Identify recurring incidents and support root cause analysis in collaboration with relevant technology teams.
• Maintain all service documentation and operational procedures supporting airport technology services.
• Promote and foster a customer-focused service culture that supports the needs of all airports operational departments
Qualifications
• Bachelor’s degree in information technology, Computer Science, Engineering, or a related discipline (mandatory).
• ITIL Foundation certification is highly desirable.
• Minimum 6-10 years of experience in IT infrastructure or technical support environments.
• Minimum 3 years of experience in a supervisory or managerial role managing IT support or service desk teams.
• Proven experience supporting enterprise infrastructure, including user systems and network environments.
• Experience supporting operational or mission-critical environments (e.g., aviation, 24/7 facilities) is preferred.
• IT service management frameworks (ITIL), end-user computing environments, network fundamentals (LAN/WAN), infrastructure and systems administration basics, incident management and service desk platforms.
• Strong troubleshooting capability across user systems and networks, strong leadership and team management, excellent communication and stakeholder engagement, strong customer service orientation, ability to coordinate incident resolution across multiple teams, ability to operate effectively in fast-paced, 24/7 environments.
• ITIL Foundation certification is highly desirable.
• Minimum 6-10 years of experience in IT infrastructure or technical support environments.
• Minimum 3 years of experience in a supervisory or managerial role managing IT support or service desk teams.
• Proven experience supporting enterprise infrastructure, including user systems and network environments.
• Experience supporting operational or mission-critical environments (e.g., aviation, 24/7 facilities) is preferred.
• IT service management frameworks (ITIL), end-user computing environments, network fundamentals (LAN/WAN), infrastructure and systems administration basics, incident management and service desk platforms.
• Strong troubleshooting capability across user systems and networks, strong leadership and team management, excellent communication and stakeholder engagement, strong customer service orientation, ability to coordinate incident resolution across multiple teams, ability to operate effectively in fast-paced, 24/7 environments.
Salary and Benefits
as per salary scale.
Required employees number
1
Posted On
May 12, 2026
Expiry Date
Jun 11, 2026