Helpdesk Supervisor

Oman Shell; Şişli; On-site; TRY 600,000 - 900,000; Full time

Job summary

Shell Turkiye seeks an experienced IT End-User Support Lead to manage local helpdesk operations and contractor teams, ensuring global IT standards across Turkey.

You will coordinate desktop, notebook, network, telecoms, and AV support, maintain asset inventory, monitor SLAs, and drive ITIL-based improvements while engaging 3rd party providers and internal customers.

Qualifications

• Minimum 7 years relevant IT experience.
• Experience leading a small team.
• Good Business English, written and oral.
• Experience with ITIL processes.
• Ability to learn quickly Shell systems and processes.

Responsibilities

• Provide end-user support to Shell Turkey employees via contractor teams.
• Manage Local Helpdesk Support contract and resources per SLAs.
• Install and re-image PCs according to Shell standards.
• Ensure SLAs for Desktop/End User operations and Managed Print Services.
• Coordinate telecoms services (mobile, landlines, data) within SLAs.
• Procure and manage asset inventory; keep records up to date.
• Oversee escalation for Global Ticket and track resolutions with 3rd parties.
• Support local End-to-End processes: Call/Change/Problem Management.
• Maintain IT infrastructure stability across all sites in Turkey as local lead.
• Ensure compliance with Shell standards and ISO27001/9001.

Skills

ITIL processes

Team leadership

End-user support

Analytical thinking

Communication skills

English proficiency

Vendor management

Problem solving

Time management

On-site collaboration

Job description

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 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 - DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer. According to the United Nations, the global population could increase to more than 10 billion people. A key role for society - to find way to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently - to take part in developing tomorrow’s energy solutions today.