Corporate IT Lead - End User Support

About the role

Shell is looking for a Corporate IT Lead to provide end-user support to employees of all Shell companies in Turkey through a contractor team and to manage the end-user inventory across Shell Turkey. The role covers the local helpdesk, desktop and managed print services, and works in full compliance with ISO 9001 and ISO 27001.

Key responsibilities

• Own the IT infrastructure configuration (network, desktop, notebook) for all supported locations and ensure stability across Turkey's sites as local helpdesk lead
• Manage the local helpdesk support contract and resources in line with SLAs/agreements, and meet KPIs for desktop/end-user, managed print and telecoms services
• Handle installation (re-image) and second-line support of PCs according to Shell global standards
• Procure and manage desktop and portable equipment, keep the inventory up to date, and manage escalation of Global Tickets
• Support local end-to-end processes for call management, change and problem management, and act as GID focal point (management, billing, training, access, smart card administration)
• Organise awareness sessions on widely used Microsoft products and coordinate AV support across Shell Turkey
• Visit the Lubs plant and main terminals at least twice a year to identify end-user needs
• Work with three contractors, with no direct budget responsibility

Required profile

• Minimum 7 years of relevant IT experience; professional qualification
• Prior experience managing a small team
• Good business English, written and oral
• No travel restrictions
• Able to work out of hours, on call and under time pressure, and to handle evolving scope and priorities

Required skills

• Knowledge of company systems and software, or quick ability to learn them
• Preferred: knowledge of ITIL processes
• Hands-on ability to resolve end-user problems and analytical, questioning mindset
• Ability to train customers and communicate effectively with third-party providers