Employment Type: Permanent
Contract Duration:
Why you will love working here
At IATA, we represent over 350 airlines worldwide, striving to make
aviation safer, smarter, more sustainable, and inclusive.
• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!
About the team you are joining
Reporting to
the Senior Manager, Global Service Desk, the Assistant Manager, Global Service
Desk plays a key role in delivering high‑quality IT support services for users
in the Amman office and across the organization. As part of a global support
organization, this role contributes to ensuring the continuity, reliability,
and performance of IT services for our worldwide user community.
This role plays a key part in ensuring consistent and
high-quality IT support services worldwide, fostering a customer-focused
culture, and driving continuous improvement aligned with IATA’s Unified
Infrastructure and IT service management (ITSM) standards.
WHAT YOUR DAY WOULD BE LIKE
· Serve as a technical resource to resolve complex issues and deploy effective, lasting solutions.
· Troubleshoot and escalate incidents as needed while helping maintain a stable and reliable IT service for the business.
· Provide advanced technical support for connectivity, access management, applications, and collaboration services to ensure timely resolution of high‑impact incidents.
· Oversee and maintain IT infrastructure, devices, and services for the Amman regional office and remote offices across Africa & the Middle East.
· Act as the primary regional IT point of contact, coordinating with users, business leaders, and Corporate IT teams at headquarters.
· Support the global service desk by assisting users across all regions and contributing to global service continuity.
· Maintain and support user equipment such as computers, printers, and mobile devices with professionalism and strong customer service etiquette.
· Provide Service Desk coverage during business hours to handle incidents, service requests, and user support for standard systems and applications.
· Deliver both first‑level support (remote troubleshooting) and second‑level support (on‑site issue resolution).
· Organize and track all IT assets, with proper signoffs and ownership trails.
· Coordinate user administration for office moves, position changes, and new staff.
· Monitor IT operations in the region and advise customers of service interruptions
· Provide IT support during external events or special activities and occasionally outside of regular hours.
We would love to hear from you if
·A Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
·5 to 7 years of experience in IT support, service desk operations, or end‑user computing services.
·Strong working knowledge of software, hardware, networking, and IT infrastructure components.
· Experience with Active Directory user administration.
·Hands-on experience supporting enterprise IT environments including desktops, mobile devices, and collaboration tools (e.g., Microsoft 365, Teams, Outlook).
·Solid understanding of PC hardware, peripherals, and troubleshooting.
·Experience with server administration.
·Experience with Cisco IP telephony is preferred.
·A strong customer‑focused mindset and solid interpersonal skills in a diverse, global environment.
·The ability to remain calm, professional, and effective under pressure or during emergency situations.
·Excellent English communication skills, both spoken and written.
·Strong analytical and problem‑solving abilities, using data to drive service improvement.
·Excellent stakeholder management and cross‑functional communication skills.
·A proactive, adaptable, and collaborative approach in a dynamic international setting.
Travel Required: N
Learn more about IATA’s role in the industry, our benefits, and the team at iata/careers/. We are looking forward to hearing from you!
