Helpdesk Team Leader

METRO is a global retail company which operates in 34 countries with 678 stores serving more than 16 million customers with its 105.000 employees. With its 33 years presence in our country, METRO Türkiye is operating in 21 cities, with 37 stores and 4.000 employees.

METRO Türkiye is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g race, colour, religion, sex, national origin, sexual orientation, disability, or gender identity.

• Leading the Metro Turkey IT Helpdesk team.
• Responding to user problems and requests (tickets, phone calls, emails, or direct notifications) with appropriate solutions or referrals within SLA timelines.
• Managing the on-boarding and offboarding equipment and inventory process.
• Planning and implementing replacement strategies for hardware that is outdated or newly purchased.
• Managing user hardware inventory (notebooks, desktops, mobile devices, etc.), including assignment, sales, and disposal processes, as well as providing data for budget and cost analysis, and planning for replacement projects.
• Ensuring information security on user hardware and applications (management of tools and processes such as Bitlocker, EDR, Microsoft Intune, and password procedures).
• Setting up company computers according to company procedures, managing email and access authorizations, overseeing user security group and distribution mail group management, as well as monitoring operating system and firmware updates, along with managing patch and security updates for applications.
• Managing MAC-based systems, addressing issues, and ensuring compliance with Metro standards during setup.
• Preparing training guides, documentation, and videos for users.
• Managing telecommunications lines (GSM, voice & data, and M2M), including activation, cancellation, quota, and tariff management.
• Providing technical support for video conferencing systems and general meetings on Teams.
• Preparing and sharing informative guides and documents necessary for emergency scenarios within the company.

• Graduated from relevant university, preferably in engineering fields such as Computer, Electronics, or Telecommunications etc.
• At least two years of team management experience in a similar position; disciplined and organized, able to work in a team.
• Fluent in English.
• Experienced with devices running Windows and MacOS, LAN, and mobile devices (iOS and Android), as well as printers.
• Preferably has MCSA, MOS, CCNA, and MCTS level certifications.
• Interested in research and is passionate about learning new topics; committed to continuous self-improvement.
• Demonstrates strong analytical thinking skills and is adept at problem-solving; creative and solution-oriented.
• Open to working with new cultures and people.
• Strong negotiation skills, solution-focused, excellent communication and organizational abilities, and customer-oriented.

Head Office Working Model is Hybrid in Metro, We're working remotely on Mondays and Fridays. You can work from anywhere on these days!