Helpdesk Supervisor

Job Purpose

Ensuring the provision of end‑user support to the employees of all Shell companies in Turkey through a contractor team, and managing the end‑user inventory across Shell 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 Shell 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 Shell standards and in compliance with Trust Domain security standards.
• Perform GID 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 Shell’s IT environment.
• Visits the Lubs Plant and main terminals at least 2–3 times a year and identifies end‑user needs during these onsite assessments.
• Responsible for providing and coordinating all audio‑visual (AV) support across Shell 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
• Typical Job Grade of Supervisor/Manager: JG4 or higher

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

Special Challenges:

• 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