Send me Jobs like this
Experience
7 - 12 Years
Job Location
Education
Bachelor of Science(Computers)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Key Accountabilities:
-
- Own end-to-end delivery of User Support Operations services for assigned clients.
- Define, maintain, and enforce operational processes, service standards, and escalation models.
- Ensure compliance with agreed SLAs, KPIs, and operational controls.
- Maintain oversight of production access and administrative activities performed by the team.
- Lead and manage the User Support Operations team to ensure consistent service quality.
- Plan and manage team coverage, rotations, and workload distribution.
- Act as the primary escalation point for high-impact user and VIP-related issues.
- Oversee VIP onboarding, in-person support, and satisfaction follow-ups.
- Proactively identify risks to user satisfaction and address them in a timely manner.
- Define and track operational metrics related to service performance and user satisfaction.
- Review incident trends, survey feedback, and recurring issues.
- Ensure user guides, FAQs, and support documentation are accurate and up to date.
-
- Validate the quality and usability of the knowledge base for end users.
Job Segment: Computer Science, Technology
Desired Candidate Profile
- Bachelor s degree in computer science, Information Technology, Engineering, or a related field.
- 7 10 years of experience in IT operations, end-user support, or service management roles.
- ITIL Foundation or other certifications in IT Service Management.
- Minimum 3 years of experience in a managerial or team lead position.
- Proven experience managing client-facing support services and coordinating with multiple internal teams.
Company Industry
- IT - Software Services
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Manager - User Support Operations
Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information. We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at abuse@naukrigulf.com
EDGE Group PJSC
About KATIM: KATIM is a leader in the development of innovative secure communication products and solutions for governments and businesses. As part of the Space & Cyber Technologies cluster at EDGE, one of the world s leading advanced technology groups, KATIM delivers trust in a world where cyber risks are a constant threat, and fulfils the increasing demand for advanced cyber capabilities by delivering robust, secure, end-to-end solutions centered on four core business units: Networks, Ultra Secure Mobile Devices, Applications, and Satellite Communications. Our talented team of cross functional experts continually takes-on new challenges. We work with the energy of a start-up yet the discipline of a large business to make solutions and products work for our customers at scale.
https://careers.edgegroup.ae/job/Abu-Dhabi-Manager-User-Support-Operations/733004322/
Similar Jobs
IT Support Specialist
ZEPHYR-TECH
- 2 - 5 Years
- Dubai - United Arab Emirates (UAE)
IT Support Engineer – F&B Operations
Confidential Company
- 3 - 8 Years
- Sharjah - United Arab Emirates (UAE)
IT Support
Finsolve budgeting and financial solutions
- 2 - 4 Years
- Dubai - United Arab Emirates (UAE)
IT Support & Operations Lead
Dicetek LLC
- 7 - 10 Years
- Dubai - United Arab Emirates (UAE)
IT Support Engineer (Immediate Joiner)
Abdulwahed Bin Shabib Investment Group LLC
- 1 - 6 Years
- Dubai - United Arab Emirates (UAE)