Supervisor ITS

We are looking for an experienced L1 IT Support Supervisor to join our ITS team in Almaty. In this role, you will lead the first-line support team, ensure high-quality service delivery, and drive performance against key service metrics.

• Lead and manage the L1 support team on a daily basis
• Monitor SLA performance (response and resolution times)
• Ensure high-quality ticket handling and user support
• Oversee escalation of critical incidents (P1/P2)
• Maintain and improve the knowledge base (guides, checklists)
• Coordinate with external service providers (internet, telephony)
• Organize team schedules and conduct daily stand-ups
• Support team development and mentor L1 engineers towards L2 level
• Track and manage key KPIs (FCR, CSAT, MTTR)
• Prepare regular performance and workload reports

• 3+ years of experience in IT support
• At least 1 year at L2 level or in a Team Lead role
• 2+ years of team management experience
• Good understanding of ITIL processes (incident, request, escalation management)
• Strong problem-solving and communication skills

• Experience with IT audits is a plus
  
  Technical skills

  • Active Directory, Windows OS
  • Microsoft 365, Google Workspace
  • Basic networking knowledge
  • Ticketing systems

  Nice to have:

  • Windows Server (AD, DNS, DHCP, GPO)
  • VMware / Hyper-V
  • VLAN, ACL
  • Monitoring tools (Zabbix, PRTG)
  • PowerShell (basic level)
  • Experience with 1C administration or telephony systems (Asterisk, Genesys)

• Work in a professional and collaborative IT environment
• Opportunity to lead and develop a support team
• Exposure to a wide IT landscape and internal systems
• Competitive compensation and benefits package