Corporate IT Lead – End User Support

About the role

Shell is looking for an experienced Corporate IT Lead in Istanbul (Esentepe) to provide end-user support to employees of all Shell companies in Turkey through a contractor team and manage the end-user inventory across Shell Turkey. The role sits in Projects and Technology and has no direct budget responsibility.

Key responsibilities

• Own the IT infrastructure configuration (network, desktop, notebook) of 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, telecoms and managed services
• Handle installation (re-image) and second-line support of PCs according to Shell global standards
• Procure and manage desktop and portable equipment assets, and keep the inventory up to date
• Manage escalation of Global Tickets and follow up with the responsible teams
• Support local end-to-end processes for call management, change and problem management
• Act as GID focal point (management, billing, training, access, smart card administration, etc.) and run awareness sessions on widely used Microsoft products
• Visit the Lubs plant and main terminals 2-3 times a year to identify end-user needs
• Coordinate audio-visual support across Shell Turkey and work in compliance with ISO 9001 and ISO 27001

Required profile

• Minimum 7 years of relevant IT experience
• Prior experience managing a small team
• Good business English, written and oral
• No travel restrictions
• Willingness to work out of hours, on call and with sometimes vague, changing 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 work with third-party providers under tight deadlines