IT Operations Supervisor

Amaris Consulting; Osmangazi; On-site; TRY 300,000 - 520,000; Full time

Job summary

Amaris Consulting in Bursa is seeking an IT Operations Supervisor to oversee Field Support, Operations Monitoring and Service Desk teams within the Customer Information Systems organization. The role focuses on service quality, SLA/KPI targets, and proactive customer satisfaction across all operations.

You will lead resource planning, incident management, and monthly reviews, while driving continuous improvement and ITIL-aligned processes.

Qualifications

• Bachelor’s or associate degree required.
• 4–6 years IT Operations experience.
• 2+ years of team management experience.
• Strong ITIL knowledge; ITIL certification a plus.
• Excellent English skills (written and spoken).
• Proficient in MS Office and reporting tools.
• Strong leadership and problem-solving abilities.

Responsibilities

• Lead and manage field support, operations monitoring, and service desk teams on a day-to-day basis.
• Plan and organize resources effectively, including shift scheduling and workforce allocation.
• Monitor, track, and report on SLA and KPI performance metrics.
• Facilitate and lead monthly service review meetings with stakeholders.
• Coordinate Major Incident management processes, ensuring timely resolution and communication.
• Serve as the primary liaison between customers and technical teams, managing escalations and communications.
• Identify, track, and implement operational risk mitigation and continuous improvement actions.
• Prepare and deliver operational reports for management and clients.
• Lead process improvement and efficiency initiatives across the team.
• Ensure consistent application and adherence to ITIL processes and best practices.

Skills

Leadership

People management

ITIL knowledge

English proficiency

MS Office

Reporting tools

Analytical thinking

Problem solving

Education

Bachelor’s or Associate degree

Tools

MS Office

Reporting tools

Job description

IT Operations Supervisor

We are looking for a dynamic and experienced IT Operations Supervisor to join our team in Bursa. In this role, you will be responsible for the operational management of Field Support, Operations Monitoring, and Service Desk teams operating within the Customer Information Systems organization. You will play a key role in ensuring sustainable service quality, meeting SLA/KPI targets, and driving high levels of customer satisfaction across all operational touchpoints.

Key Responsibilities

• Lead and manage field support, operations monitoring, and service desk teams on a day-to-day basis
• Plan and organize resources effectively, including shift scheduling and workforce allocation
• Monitor, track, and report on SLA and KPI performance metrics
• Facilitate and lead monthly service review meetings with stakeholders
• Coordinate Major Incident management processes, ensuring timely resolution and communication
• Serve as the primary liaison between customers and technical teams, managing escalations and communications
• Identify, track, and implement operational risk mitigation and continuous improvement actions
• Prepare and deliver operational reports for management and clients
• Lead process improvement and efficiency initiatives across the team
• Ensure consistent application and adherence to ITIL processes and best practices

Requirements

• University or vocational school graduate with a Bachelor’s or Associate’s degree
• Minimum 4–6 years of experience in IT Operations
• At least 2 years of team management experience
• Strong knowledge of ITIL processes (ITIL certification is a plus)
• Proven experience in Service Management environmentsGood command of English (written and spoken)
• Advanced proficiency in MS Office and reporting tools
• Strong leadership and people management skills
• Analytical thinking and problem-solving capabilities

Equal Opportunity Statement

Amaris Consulting is committed to promoting diversity within its workforce and to creating an inclusive work environment. We review applications from all qualified individuals regardless of gender, sexual orientation, race, ethnicity, beliefs, age, marital status, disability, or any other characteristic. Special consideration will be given to candidates with disabilities.

If you are a results-driven IT professional with a passion for operational excellence and team leadership, we'd love to hear from you — apply now and take the next step in your career!