PNG Air, renowned for its extensive network covering over 26 destinations throughout Papua New Guinea, operates the largest fleet of ATR 72-600 & ATR 42-600 series aircraft in the region. As the Airline of Choice, we're committed to delivering a world-class experience with competitive fares, unparalleled cargo rates, and a focus on safety and on-time performance for our valued customers and stakeholders.

Team Leader – Helpdesk (PSS & DCS)

PNG Air is seeking a suitably qualified and experienced Team Leader – Helpdesk (PSS & DCS) to join its Commercial Department based in Port Moresby.

The Team Leader – Helpdesk leads the PSS/DCS Helpdesk team and owns system configuration, user access administration and vendor coordination on behalf of the department, so that Helpdesk Officers can focus purely on frontline user support.

The role is the first layer of approval for all PSS, DCS and related system user access requests, validating each request before it is forwarded to the PSS & DCS Manager, who is the final approver.

The Team Leader – Helpdesk supervises day-to-day helpdesk operations, manages escalations, and acts as the operational link between the Helpdesk team, PSS/DCS vendors, and the PSS & DCS Manager.

KEY RESPONSIBILITIES

Helpdesk Team Leadership

• Supervise and coach the Helpdesk Officers, allocating tickets, monitoring workloads and ensuring adequate roster coverage.
• Monitor helpdesk ticket queues and service levels (response and resolution times), stepping in on aged or at-risk tickets.
• Act as the first point of escalation for tickets the Helpdesk Officers cannot resolve at first or second line.
• Conduct regular team meetings and one-on-ones to review performance, share system updates and address issues.

System Configuration & Administration

• Perform and manage system configuration changes in PSS and DCS (e.g. business rules, station and user profiles) in line with standards set by the PSS & DCS Manager.
• Maintain system reference data and configuration documentation, keeping the Helpdesk team informed of relevant changes.
• Participate in testing of system upgrades, patches and new releases prior to go-live.

User Access Management

• Receive and process all user access requests for PSS, DCS and related systems.
• Perform first-layer review of each request: verify the requester's identity, manager approval, business need, and the correct access profile/role.
• Recommend approval (or decline) and forward validated requests to the PSS & DCS Manager for final approval.
• Provision, modify or revoke user access once final approval is received, and maintain an accurate, up-to-date access register.
• Conduct periodic reviews of active access (e.g. leavers, role changes, dormant accounts) and initiate revocation where required.

Vendor Coordination

• Act as the day-to-day operational contact with PSS/DCS vendors for technical issues, outages and service requests, separate from routine user support.
• Log, track and follow up vendor tickets through to resolution, keeping the PSS & DCS Manager informed of significant or unresolved issues.
• Coordinate vendor-led testing, releases and scheduled maintenance windows with minimal disruption to operations.

Reporting

• Provide regular reporting to the PSS & DCS Manager on helpdesk performance, access administration activity and vendor issue status.
• Identify recurring issues or risks and recommend process, configuration or training improvements.

QUALIFICATIONS/EXPERIENCES

Essential

• Diploma or Bachelor's Degree in Information Technology, Business or a related field, or equivalent industry experience.
• Minimum two to three years' experience working with airline PSS and/or DCS systems, including configuration or administration.
• Experience supervising or leading a small team.
• Strong organisational and problem-solving skills.
• Good written and verbal communication skills.

Desirable

• Experience within the aviation industry.
• Prior experience administering system user access and working with vendor support teams.
• Exposure to helpdesk ticketing systems and service-level reporting.

If you feel you meet our requirements and are interested, we would like to hear from you. Send your application in only one PDF file to:

[email protected]

Applications close: Friday 31^st August 2026

Only shortlisted candidates will be contacted.

We are an equal opportunity employer.