Manager – User Support Operations
EDGE
full-time
Posted on:
Location Type: Office
Location: Abu Dhabi • United Arab Emirates
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Tech Stack
About the role
- 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.
Requirements
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT operationsend-user supportservice managementoperational processesservice standardsescalation modelsoperational metricsincident trendssupport documentationknowledge base management
Soft Skills
leadershipteam managementclient-facing supportrisk identificationproblem-solvingcommunicationworkload distributionuser satisfactionservice qualitycollaboration
Certifications
Bachelor’s degreeITIL Foundation