# IT End-User Support Manager

**Company**: Shell
**Location**: Istanbul
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Energy

**Apply**: https://shell.wd3.myworkdayjobs.com/en-US/ShellCareers/job/Istanbul---Esentepe/Helpdesk-Supervisor_R204856-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_38ec1b53-f68

## Description

We are seeking an experienced IT professional to manage end-user support for Shell companies in Turkey. The successful candidate will be responsible for ensuring the provision of end-user support to employees, managing the end-user inventory, and overseeing the local helpdesk support contract.

**Key Responsibilities:**

- Manage IT infrastructure configuration procedures for network, desktop, and notebook across all locations in Turkey

- Oversee local helpdesk support contract and resources to meet SLAs and agreements

- Ensure installation and second-line support of PCs in accordance with Shell global standards

- Monitor and report on SLAs and targets/KPIs for desktop/end-user operations and managed print services

- Manage procurement and asset management of desktop/portable equipment and maintain up-to-date inventory

- Coordinate escalation process for global tickets and monitor/follow-up with respective teams

- Support local end-to-end processes covering call management, change, and problem management

- Ensure IT infrastructure stability across all sites in Turkey

- Perform GID focal point tasks, including management, billing, training, access, and smart card administration

- Organize awareness sessions for end-users on Microsoft products

- Visit Lub's Plant and main terminals at least 2-3 times a year to identify end-user needs

- Provide and coordinate audio-visual support across Shell Turkey

- Work in full compliance with ISO9001 Quality Management System and ISO27001 Information Security Management System

**Requirements:**

- Professional qualification with minimum 7 years of relevant IT experience

- Experience and knowledge of company systems and software, or ability to learn quickly

- Prior experience in managing a small team

- Practical hands-on ability to resolve end-user related problems

- Analytical and questioning mindset

- Good team player with excellent communication skills

- Ability to deliver under time pressure and meet strict deadlines

- No travel restrictions

- Good Business English, written and oral

**Preferred Skills:**

- Experience and knowledge in ITIL processes

- Result-oriented with good analytical skills

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- ITIL
- Microsoft products
- end-user support
- helpdesk management
- inventory management
- procurement
- asset management
- communication
- analytical skills

### Nice to have
- ITIL processes
- result-oriented

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Source: [Apply at shell.wd3.myworkdayjobs.com](https://shell.wd3.myworkdayjobs.com/en-US/ShellCareers/job/Istanbul---Esentepe/Helpdesk-Supervisor_R204856-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)