IT Support Department Manager

MediaMarkt Türkiye

• Bachelors degree in computer, technology or relevant engineering fields,
• Minimum 6 years experience in 1st level helpdesk & 2nd level ERP / application support, experience in retail sector is a plus,
• Minimum 3 years of experience leading or managing teams,
• Solid understanding of ITIL framework, certification is a plus,
• Experience with enterprise client management (ie deployment, antivirus, backup management),
• Proficiency in Windows environment (ie TCP/IP, DHCP, LDAP, AD, DNS),
• Sound understanding of IT services (ie File Sharing, Antivirus, Backup, LAN/WAN/VPN, VOIP),
• Understanding of software lifecycles & integrations,
• Proficiency of written and spoken English,
• A good project team leader as well as a team player,
• Well organized, with the ability to prioritize tasks and to manage time effectively,
• Strong analytical and troubleshooting skills,
• Effective and constructive communication skills,
• Self motivation in completing tasks / projects and producing results,
• Customer oriented,
• Support open communication and feedback culture,
• Open to change and innovation.

İŞ TANIMI

• Leading, guiding and providing hands-on technical expertise to a team of helpdesk specialists & ERP / application support specialists, internal & outsourced,
• Responsible for design & improvement of 1st level IT support services portfolio for stores & HQ (ie installation, error resolution, administration, backup, sw management, ...),
• Responsible for design & improvement of 2nd level ERP / application support services (ie process guidance, integration issue resolution, preventative maintenance,..),
• Collaboration with international teams for 3rd level support & escalations,
• Track, report & optimize KPI based performance,
• Manage issue / task dependencies, priorities, conflicts and escalations,
• Responsible for management of IT assets,
• Support IT operations & project teams for store openings & projects,
• Managing internal and external service providers.