TL;DR
Manager - User Support Operations (Cybersecurity/IT Ops): Leading the end-to-end delivery of user support services and ensuring operational excellence for secure communication products with an accent on service governance, SLA compliance, and team performance. Focus on managing client-facing support workflows, overseeing VIP support, and driving user satisfaction through structured operational processes.
Location: Must be based in Abu Dhabi, UAE
Company
KATIM is a leader in secure communication products and solutions for governments and businesses, operating as part of the EDGE Group.
What you will do
- Own the end-to-end delivery of User Support Operations for assigned clients.
- Define and enforce operational processes, service standards, and escalation models.
- Lead and manage the support team, ensuring consistent service quality and workload distribution.
- Act as the primary escalation point for VIP-related issues and high-impact incidents.
- Track operational metrics, incident trends, and user feedback to ensure high adoption.
- Ensure accuracy of knowledge bases, FAQs, and support documentation.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or Engineering.
- 7–10 years of experience in IT operations or service management.
- Minimum 3 years of experience in a managerial or team lead position.
- Proficiency in ITIL Foundation or related IT Service Management certifications.
- Proven experience managing client-facing services and cross-functional coordination.
Culture & Benefits
- Part of a leading global advanced technology group.
- Opportunity to work on innovative, secure communication solutions.
- Collaborative environment combining the energy of a startup with the discipline of a large organization.
- Exposure to complex, high-stakes cybersecurity and network projects.