Helpdesk Supervisor

Oman Shell; Fatih; On-site; TRY 78,000 - 123,000; Full time

Job summary

Shell Türkiye is seeking a Helpdesk Supervisor to lead end-user support across Turkey, managing a contractor team and ensuring SLAs are met. The role includes PC imaging, second-line support, and AV coordination for meeting rooms, with a focus on service reliability and security compliance.

The successful candidate will have 7+ years IT experience, strong ITIL familiarity, and proven leadership capabilities in a fast-paced environment.

Qualifications

• 7+ years of IT experience including end-user support.
• Experience managing a small team.
• Familiarity with ITIL processes.
• Strong communication and training skills.

Responsibilities

• Lead local helpdesk operations across Turkey and ensure service quality.
• Manage contractor team and SLAs/agreements to meet targets.
• Oversee PC imaging (re-image) and second-line end-user support to global standards.
• Ensure desktop/end-user KPIs and Managed Print Services targets are met.
• Coordinate AV support for meeting rooms and corporate systems.
• Maintain inventory and coordinate end-to-end ticket/change/problem processes.

Skills

IT Experience

Team Leadership

ITIL Processes

Communication Skills

Tools

Microsoft 365

AV Systems

Networking Basics

Job description

## Helpdesk SupervisorApply: Istanbul - Esentepe: Full time: Posted Today: R204856, Türkiye**Job Family Group:**Information Technology (IT)**Worker Type:**Regular**Posting Start Date:**September 11, 2026**Business Unit:**Projects and Technology**Experience Level:**Experienced Professionals**Job Description:****Job Purpose**Ensuring the provision of end‐user support to the employees of all Shell companies in Turkey through a contractor team, and managing the end‐user inventory across Shell Turkey.**Accountabilities:*** Responsibility for the IT Infrastructure(configuration procedures in terms of network, desktop, notebook) of all locations supported* Manage Local Helpdesk Support contract and resource in line with SLAs/Agreements.* Responsibility for the installation (re-image) and second line support of PC’s in accordance with Shell global standards.* Ensure SLAs and targets/KPIs are met for Desktop/End User operations with regards to local services and local helpdesk.* Ensure SLAs and targets/KPIs are met for Managed Print Services contacts.* Ensure telecoms services (Mobile/Smart Phones, Landlines, GSM, Mobile Data and DSL) are delivered within the SLAs and in accordance with policies and standards.* Procurement and asset management of desktop/portable equipments, and keeping the inventory up to date.* Managing escalation process for Global Ticket and actively monitor/follow up respective teams to resolve tickets/requests.* Responsibility for support of the local End-to-End processes covering Call Management, Change and Problem Management.* Ensure that all maintain IT infrastructure stability on all sites in Turkey as a local helpdesk lead.* Ensure that all activities are executed in accordance with Shell standards and in compliance with Trust Domain security standards.* Perform GID focal point(Management, Billing, Training, Access, Smart Card Administration etc. ) tasks.* Organizes and coordinates regular awereness sessions for end users on widely used Microsoft products within Shell’s IT environment.* Visits the Lubs Plant and main terminals at least 2–3 times a year and identifies end‐user needs during these onsite assessments.* Responsible for providing and coordinating all audio‐visual (AV) support across Shell Turkiye, ensuring seamless operation of meeting room technologies and corporate AV systems.* Working in full compliance with ISO9001 Quality Management System and ISO27001 Information Security Management System.**Dimensions:*** 3 contractor reports.* No direct budget responsibility* Typical Job Grade of Supervisor/Manager: JG4 or higher**Skills & Requirements:*** Professional qualification Minimum 7 years relevant IT experience* Experience and knowledge of company systems and software essential or ability to learn quickly.* Has prior experience in managing a small team.* Preferred Experience and knowledge in ITIL processes.* Practical hands-on ability to resolve end-user related problems* Analytical and questioning mindset* Good team player and able to efficiently work and communicate with 3rd party service providers* Customer focused and able to provide training to the customer* Able to deliver under time pressure and deliver on strict deadlines* Excellent communication skills.* No travel restrictions.* Good Business English, written and oral* Good Analytical skills.* Result oriented.**Special Challenges:*** The operational nature of the role will require out-of-hour working, sometimes unplanned and on call* Needs to be able to deal with state of the art, differentiated and often unproven technologies which require some learning on the job* Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment* Ability to ensure one team mindset across the various teams to drive effective delivery