QUALIFICATIONS AND JOB DESCRIPTION
YILPORT Holding is a privately held, wholly owned subsidiary of YILDIRIM Group, one of the fastest growing Turkish industrial groups with its ports located in Turkey as well as in the world. The company has ambitions to become one of the top 10 global container terminal operators and it has recently become the largest terminal operator in Turkey in terms of number of ports operated and overall capacity.
We are looking for an " IT Support Group Manager" to be based in YILPORT Holding Gemlik (Bursa) Terminal.
- Bachelor of Science degree in Computer Science, Information Systems or equivalent degree
- Written and oral fluency in English
- Experience in a similar role including experience of people management in a preferably multi-national large environments
- Experience in IT service management software is a plus
- Able to demonstrate hands on experience in a service management role
- Have a through understanding of service performance management and development
- Ability to deal with conflicting priorities and manage projects as expected
İŞ TANIMI
- Ensure the teams have the skills and resources needed to deliver an excellent standard of customer service via using Service Desk software
- Take responsibility for delivery of desktop, mobile devices, ERP and Terminal Operational Systems support, e-mails and telecoms support services etc. in line with predefined SLA
- Provide day to day management oversight for the service desk operation to ensure incidents and service requests and escalations are dealt with in a timely fashion
- Effectively and timely respond to feedback, complaints and suggestions from customer groups
- Devise and implement service improvement plans for all the services the team provide
- Work closely with the CTO (Chief Technology Officer) and local managements to devise and implement improvement plans for their services
- Collaborate with project coordinators to provide resource and expertise to department and cross team projects as required