IT HELPDESK SUPERVISOR

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

Ensuring the provision of end-user support to the employees of all companies in Turkey through a contractor team, and managing the end-user inventory across 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 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 standards and in compliance with Trust Domain security standards.
• Perform 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 the IT environment.
• Responsible for providing and coordinating all audio-visual (AV) support across 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

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
• No travel restrictions.
• Good Business English, written and oral
• Good Analytical skills.
• Result oriented.
• 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