Senior Technical Support Unit Manager

Eti; Fatih; On-site; TRY 400,000 - 560,000; Full time

Job summary

A leading multinational company in Turkey is looking for a Senior Technical Support Unit Manager to lead IT operations and support teams. This role requires at least 6 years of IT support experience, strong leadership skills, and a deep understanding of ITIL processes. The ideal candidate should possess a relevant bachelor's degree and be comfortable communicating in English. The position offers the opportunity to manage critical IT services and improve operational efficiency in a dynamic environment.

Qualifications

• At least 6 years of experience in IT support operations management.
• Experience in FMCG sector and understanding of business processes.
• Proven track record of leading a team.
• Proven track record of leading a team.
• Strong ITIL knowledge and endpoint management familiarity.
• Excellent written and spoken English.

Responsibilities

• Manage the daily operations of the IT Help Desk and End User Support teams.
• Ensure effective execution of Incident and Service Request processes.
• Monitor and manage SLA and OLA compliance.
• Conduct team performance evaluations and mentoring.
• Manage hardware and peripherals; coordinate onboarding/offboarding IT processes.
• Develop and implement ITIL-compliant support processes.
• Lead improvements in end-user support and knowledge sharing.

Skills

Management of IT Help Desk operations

Execution of Incident and Service Request processes

Monitoring SLA and OLA

Team performance evaluation

Deep knowledge of ITIL

Effective communication in English

Education

Bachelor’s degree in Computer Engineering or related field

Master’s degree (preferred)

Tools

Outsourcing team management

Job description

Would you like to be a part of our global team which turns dreams into reality?

Eti is full of opportunities for your competencies to get you in pursuit of your career! Join our team, apply for Senior Technical Support Unit Manager position and get beyond your own limits.

What is the Main Aim of This Position?

To ensure that end-user support services (Service Desk, on-site support, endpoint management, and workplace technologies) provided across the organization are delivered effectively, on time, securely, and in accordance with defined service levels (SLA). This role is responsible for operational continuity, user satisfaction, and the sustainable improvement of IT service quality.

What We Expect From You?

• To manage the daily operations of the IT Help Desk and End User Support teams (including outsourced teams),
• To ensure the effective execution of Incident, Service Request, and Problem processes,
• To monitor service level agreements (SLA) and operational level agreements (OLA),
• To ensure coordination and manage the resolution process in critical incident situations,
• To conduct team performance evaluations,
• To manage hardware (laptops, desktops, mobile devices, etc.) and peripherals,
• To coordinate employee onboarding and offboarding IT processes,
• To ensure the implementation and development of ITIL-compliant support processes,
• To manage all processes related to identifying, prioritizing, and resolving end-user support requests,
• To monitor industry developments and technological trends in IT Help Desk operations management,
• To develop and disseminate best practices for technical support processes,
• To manage user access and endpoint maintenance processes,
• To provide priority support to senior executives and critical users.

Why You?

• If you hold a bachelor’s degree in Computer Engineering, Management Information Systems, Industrial Engineering,or a related field. Preferably with a master's degree,
• If you have at least 6 years of experience in IT support operations management,
• If you have FMCG Sector Experience, strong understanding of business processes within the FMCG industry preferably in the international environment,
• If you have proven track record of leading a team,
• If you have deep knowledge of ITIL,
• If you have familiarity of endpoint management and user support technologies,
• If you have experience in leading and mentoring outsource team,
• If you have ability to work effectively in a fast-paced, dynamic environment,
• If you have excellent command of written and spoken English, you are exactly the one we are searching for.

What Brings You at the Front?

• Being strongly result-oriented and making quick decisions,
• Being innovative and open to learning,
• Being a team player,
• Having improved presentation abilities,
• Having strong communication & negotiation skills,
• Having strong problem-solving and decision-making skills,
• Being able to reside in Eskisehir or İstanbul.