{"id":751438,"url":"https://alion.io/job/shell-helpdesk-supervisor","title":"Corporate IT Lead","company":{"id":3638,"name":"Shell","domain":"shell.com","url":"https://alion.io/company/shell","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":91,"open_postings":47,"ghost_share":0.149,"stale_share":0.021,"repost_share":0.298,"time_to_fill_p50_days":17,"computed_at":"2026-11-15T07:52:55Z"}},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Istanbul, Turkey"],"countries":["TR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":43000,"max_usd":112000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ISO 27001","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-11T15:45:58Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-15T08:16:56Z","board_verified":true,"closed_at":null,"days_open":64,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":63},"description":", Türkiye Job Family Group:\nInformation Technology (IT)Worker Type:\nRegularPosting Start Date:\nNovember 5, 2026Business Unit:\nProjects and TechnologyExperience Level:\nExperienced ProfessionalsJob Description:\nJob Purpose\nEnsuring 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.\nAccountabilities:\nResponsibility for the IT Infrastructure(configuration procedures in terms of network, desktop, notebook) of all locations supported\n\nManage Local Helpdesk Support contract and resource in line with SLAs/Agreements.\n\nResponsibility for the installation (re-image) and second line support of PC’s in accordance with Shell global standards.\n\nEnsure SLAs and targets/KPIs are met for Desktop/End User operations with regards to local services and local helpdesk.\n\nEnsure SLAs and targets/KPIs are met for Managed Print Services contacts.\n\nEnsure telecoms services (Mobile/Smart Phones, Landlines, GSM, Mobile Data and DSL) are delivered within the SLAs and in accordance with policies and standards.\n\nProcurement and asset management of desktop/portable equipments, and keeping the inventory up to date.\n\nManaging escalation process for Global Ticket and actively monitor/follow up respective teams to resolve tickets/requests.\n\nResponsibility for support of the local End-to-End processes covering Call Management, Change and Problem Management.\n\nEnsure that all maintain IT infrastructure stability on all sites in Turkey as a local helpdesk lead.\n\nEnsure that all activities are executed in accordance with Shell standards and in compliance with Trust Domain security standards.\n\nPerform GID focal point(Management, Billing, Training, Access, Smart Card Administration etc. ) tasks.\n\nOrganizes and coordinates regular awereness sessions for end users on widely used Microsoft products within Shell’s IT environment.\n\nVisits the Lubs Plant and main terminals at least 2-3 times a year and identifies end-user needs during these onsite assessments.\n\nResponsible for providing and coordinating all audio-visual (AV) support across Shell Turkiye, ensuring seamless operation of meeting room technologies and corporate AV systems.\n\nWorking in full compliance with ISO9001 Quality Management System and ISO27001 Information Security Management System.\n\nDimensions:\n3 contractor reports.\n\nNo direct budget responsibility\n\nTypical Job Grade of Supervisor/Manager: JG4 or higher\n\nSkills & Requirements:\nProfessional qualification Minimum 7 years relevant IT experience\n\nExperience and knowledge of company systems and software essential or ability to learn quickly.\n\nHas prior experience in managing a small team.\n\nPreferred Experience and knowledge in ITIL processes.\n\nPractical hands-on ability to resolve end-user related problems\n\nAnalytical and questioning mindset\n\nGood team player and able to efficiently work and communicate with 3rd party service providers\n\nCustomer focused and able to provide training to the customer\n\nAble to deliver under time pressure and deliver on strict deadlines\n\nExcellent communication skills.\n\nNo travel restrictions.\n\nGood Business English, written and oral\n\nGood Analytical skills.\n\nResult oriented.\n\nSpecial Challenges:\nThe operational nature of the role will require out-of-hour working, sometimes unplanned and on call\n\nNeeds to be able to deal with state of the art, differentiated and often unproven technologies which require some learning on the job\n\nNeeds to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment\n\nAbility to ensure one team mindset across the various teams to drive effective delivery\n\n-\n DISCLAIMER:\nPlease note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. 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