ITS Supervisor

We are looking for an experienced 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. You will play a key role in maintaining efficient IT support operations, improving user experience, and supporting the professional development of the team.

Your responsibilities will be:

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

You’re the perfect fit for this role, if you:

• Have an Upper-Intermediate (B2) or higher level of English.
• Have 3+ years of experience in IT support.
• Have at least 1 year of experience at L2 level or in a Team Lead role.
• Possess 2+ years of team management experience.
• Demonstrate a good understanding of ITIL processes, including incident, request, and escalation management.
• Have strong problem-solving, communication, and leadership skills.
• Have hands-on experience with Active Directory, Windows OS, Microsoft 365, networking basics, and ticketing systems.
• Have experience with IT audits, which will be considered an advantage.

Nice to have:

• Experience with Windows Server technologies (AD, DNS, DHCP, GPO).
• Knowledge of VMware or Hyper-V virtualization platforms.
• Understanding of VLAN and ACL configurations.
• Experience with monitoring tools such as Zabbix or PRTG.
• Basic PowerShell scripting skills.
• Experience with telephony systems such as Asterisk or Genesys.