Head of Technical Support Department

Iberica Group has been in the market of Kazakhstan in the field of digital product development for more than 12 years. We provide comprehensive turnkey solutions. Our projects are OFD Kazakhtelecom PAK, KKM E-Cassa Online sales register.

We are looking for the head of the technical Support department

Experience: 3-6 years

Employment: Full–time, hybrid (8 hours, from 09:00 - 18:00)

Schedule: 5/2

Who are we looking for?

If you:

• you don't just know how to dig into logs, but how to build a system where bugs don't They get lost;
• do you know how to turn the chaos in tickets into clear and transparent process;
• you have leadership qualities and are ready to develop the team like this, so that everyone in it becomes an expert;
• do you think that high—quality support is the face of the company and the key If the product is successful, then we are looking for you!

We are looking for a leader who will lead the department, build effective interaction between support, development and business, and bring our service to a new level of quality.

What you will do:

• Manage the team: assign tasks, hire, train and motivate employees of the 1st and 2nd line.
• Build processes: implement and optimize methodologies (ITIL/ITSM) so that each ticket It was closed on time and efficiently.
• To control SLA: monitor performance metrics, reaction speed, and response quality.
• Interact with development: act as a "user advocate", prioritize bugs and monitor their elimination.
• Develop a knowledge base: keep documentation, instructions, and test cases up-to-date.
• Automate: implement tools to simplify the work (chatbots, monitoring systems, Graylog).
• Analyze: cook report on the department's performance and suggest improvements based on the data.

What is important:

• Management experience: from 2 years in the position of Team Lead or Head of Support (total in IT / support — from 3-5 years).
• Technical background: you you understand how the software works, you can read logs (Graylog is a huge plus), and you understand the architecture of the systems.
• Leadership: the ability to take responsibility, make decisions in critical situations and protect the interests of your team.
• Communication: competent speech (Russian is mandatory, Kazakh is an advantage) and the talent to explain complex in simple words.
• Consistency: love of order, ability to work with documentation and processes.

What we offer:

• Official employment and stability.
• Hybrid work format and flexible approach to the schedule.
• A real opportunity to influence the product and processes within the company.
• A team that values initiative and is ready to grow with you.

Key skills:

• Team Management
• ITIL / ITSM
• Quality Management (SLA/KPI)
• Graylog
• Technical support for users
• Business correspondence