International IT Support Team Leader

LCWaikiki

• 5+ years of experience in IT support, including helpdesk team management
• Fluent in English, Russian or Arabic is a plus
• Position located in Turkey International Head Office of LCW; however international travels expected commonly and there should be no personal constraints
• Customer and solution oriented, excellent communication skills
• Experience in retail market is a plus in terms of retail business processes and store operations
• Experiences in implementing ITIL best practices is a must, Cobit framework knowledge is a plus
• Experience in Software development practices is a plus, experience with windows server maintenance, T-SQL and software algorithm approach
• Excellent knowledge of specific corporate ERP solutions, preferably Microsoft Dynamics NAV and Axapta
• Documentation and training skills is a plus for continuously increasing team competency
• Accepts challenges with motivation, committed, and proactive

İŞ TANIMI

• Manages the workload and schedule of the IT support team
• Increases competency of the support team by domains of business process knowledge, application and ERP knowledge, and technical knowledge to become a solution center by itself
• Regularly analyses IT ticket priorities, impacts and categories with the team. Creates improvement plans, executes with the team and reports on monthly basis by keeping them in a structural way
• Makes regular analyses and service reports for support team and for SLA follow-up. Figures improvement areas, registers and follows in a structural way and executes the actions with team coordination and finally, presents the improvement figures concretely upon completion
• Responsible for all related corporate applications/software. Manages documentation in a structural way as knowledgebase with the team according to knowledge management best practices
• Responsible by publishing the knowledge for the country IT professionals in LCW International country offices, ensures the learning process, measures and reports accordingly.
• Responsible for Problem Management process - Analyzing, figuring repetitive patterns, implementing workarounds for known errors, keeping knowledgebase up to date, triggering change / release management processes