Manager - User Support Operations

About This Role

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.

Job Summary The Manager – User Support Operations is to lead and manage the User Support Operations function for our clients, ensuring consistent, high-quality end-user support services.

The role is responsible for service governance, user satisfaction, operational excellence, and effective coordination with internal support teams to maintain strong product value and drive high user adoption.

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.

Experience & Education Qualifications:

• 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.

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