IT Helpdesk Lead — Turkey | End-User Support & ITSM

TCM Bilisim ve Danismanlik Hizmetleri; Fatih; On-site; TRY 240,000 - 360,000; Full time

Job summary

TCM Bilisim ve Danismanlik Hizmetleri seeks an experienced IT Infrastructure Lead to oversee end-user support and desktop/server operations across Turkey. You will manage local helpdesk contracts, coordinate with third-party providers, and ensure service levels meet business needs.

The role requires hands-on problem solving, strong English communication, and familiarity with ITIL practices, ISO9001 and ISO27001 standards.

Qualifications

• Minimum 7 years of relevant IT experience.
• Experience leading a small team.
• Familiarity with ITIL processes.
• Strong English communication skills (written and verbal).
• Able to train end users and coordinate with third-party providers.
• Knowledge of ISO9001 and ISO27001 standards.

Responsibilities

• Lead IT infrastructure across Turkey and oversee local end-user support.
• Manage Local Helpdesk contracts and resources per SLAs.
• Install and re-image PCs per global standards; provide second-line support.
• Meet SLAs and KPIs for Desktop/End-User operations and Managed Print Services.
• Oversee telecoms services delivery (mobile, landlines, data) per policies.
• Handle procurement and asset management of desktops/laptops, keeping inventory up to date.
• Coordinate escalation for Global Tickets and ensure timely resolution with relevant teams.
• Oversee end-to-end Call, Change and Problem Management processes.
• Maintain IT infrastructure stability at all sites in Turkey as the local lead.
• Ensure compliance with Trust Domain security standards.
• Organize awareness sessions on Microsoft products and provide AV support across Türkiye.
• Operate within ISO9001 and ISO27001 frameworks.

Skills

IT leadership

Team leadership

Business English

ITIL awareness

Analytical thinking

Problem solving

Vendor coordination

Tools

MS Office suite

ITSM tools

AV equipment knowledge

Job description

TCM Bilisim ve Danismanlik Hizmetleri seeks an experienced IT Infrastructure Lead to oversee end-user support and desktop/server operations across Turkey. You will manage local helpdesk contracts, coordinate with third-party providers, and ensure service levels meet business needs.

The role requires hands-on problem solving, strong English communication, and familiarity with ITIL practices, ISO9001 and ISO27001 standards.