IT Helpdesk Lead – Turkey | End-User Support & AV

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

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.