Helpdesk Supervisor
Core
Managing end-user IT support, infrastructure stability, and inventory for Shell companies in Turkey via a contractor team.
Role type
Experienced IT Helpdesk Supervisor
Builds
End-user support services, IT infrastructure stability, and managed print/telecoms services for Shell Turkey.
Domain
Enterprise IT Support / Managed Services
Deliverable
client delivery
Required skills
IT infrastructure management, contract and resource management, second-line desktop support, SLA/KPI monitoring, asset and inventory management, escalation process management, change and problem management, AV system coordination, GID focal point tasks, team leadership
Preferred skills
ITIL processes knowledge, analytical mindset, training delivery
Technologies
Microsoft products, network configuration, desktop/notebook systems, mobile data, DSL, AV systems
Responsibilities
Manage Local Helpdesk Support contract and resources; ensure SLAs for desktop, print, and telecoms services; manage procurement and asset inventory; coordinate escalation processes; support end-to-end IT processes; conduct onsite assessments at plants and terminals; organize end-user awareness sessions.
Seniority
Experienced, hands-on lead managing contractors
