IT End-User Support Manager

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