IT Support&Operations Team Lead

Grafton

Grafton, one of the world's most famous recruitment companies, offers first-class recruitment service, talent management and human resources solutions with over 30 years of experience in Europe as a Gi Group brand. With 40 offices and more than 500 employees in 23 countries in Europe, Grafton employs more than 30,000 temporary and permanent professionals every year.

Our business partner, for whom we are providing consultancy, is a facilities services and a significant player in the global market with its high-tech solutions. We are currently seeking anIT Support& Operations Team Lead for our global partner.

QUALIFICATIONS

•  Bachelor’s degree in Information Technologies, Engineering, or a related field,  
•  Minimum 4–6 years of experience in IT operations, help desk, and technical support,  
•  At least 1–2 years of team coordination or leadership experience,  
•  Strong knowledge of Windows operating systems and MS Office applications,  
•  Hands-on experience with Microsoft 365 (Exchange, Intune, SharePoint),  
•  Solid understanding of Active Directory and user/access management processes,  
•  Working knowledge of VPN, firewall, and network infrastructures,  
•  Experience with ERP/CRM systems (preferably LOGO and SAP processes),  
•  Familiarity with IT inventory, license management, and procurement processes,  
•  Experience working with third-party vendors and managing external partnerships,  
•  Ability to troubleshoot hardware/software issues and provide end-user support,  
•  Upper-intermediate (B1+) level of English,  
•  Strong communication and coordination skills,  
•  Analytical thinking, problem-solving mindset, and result-oriented approach,  
•  Ability to work in a dynamic and fast-paced environment.

JOB DESCRIPTION

•  Manage end-to-end IT help desk and operations processes,  
•  Coordinate and oversee a team of 3 IT support specialists, including task distribution and performance follow-up,  
•  Handle, prioritize, and monitor incoming support requests from end users,  
•  Manage work order processes through ERP / CRM / CAFM systems,  
•  Ensure effective coordination with field teams and technical units,  
•  Track and report SLA performance, resolution times, and operational KPIs,  
•  Administer and maintain Microsoft 365 services (Exchange, Intune, SharePoint),  
•  Manage Active Directory processes including user creation, deactivation, and access rights,  
•  Support and coordinate firewall and server operations in collaboration with global teams,  
•  Work closely with third-party vendors during SAP migration and other IT projects,  
•  Oversee IT inventory, software licensing, and procurement activities,  
•  Manage installation, maintenance, and troubleshooting of hardware (PCs, printers, etc.),  
•  Ensure compliance with IT security policies and procedures,  
•  Contribute to continuous improvement and optimization of IT processes and operations.

ABOUT THE ROLE

This role offers a unique opportunity to work closely with global teams, take ownership of critical IT processes, and directly impact end-user experience and operational excellence.

This role combines hands-on technical involvement with team leadership responsibilities. The ideal candidate will actively manage daily IT operations while also leading the team, collaborating with internal and external stakeholders, and ensuring smooth and efficient service delivery.

"GI GROUP AND WYSER TURKEY SEÇME VE YERLEŞTİRME A.Ş. Türkiye İş Kurumu'nun 26.12.2023 tarihli 15198570 No'lu lisans sahibi özel istihdam bürosudur.”