Support Manager - Service Desk Platform

About the role

Cenorion is an early-stage company building a device-financing and device-management platform for emerging markets, preparing for its first commercial launch. This is the first appointment in that sequence: you will build and run the support function from scratch, including the support model, tooling, policies, runbooks and operational requirements that must be built into the platform before launch. The role is based in Dubai, on site, close to leadership and engineering, and UAE-based candidates only.

Key responsibilities

• Own the support model end to end: severity levels, response targets, coverage and escalation from first line into second and third line.
• Decide what the operation needs and get it built into the platform before launch, including the operating record that lets any event be reconstructed.
• Select, implement and configure the service desk platform, with Zendesk as the intended choice.
• Write the support policy, processes and runbooks from nothing, and get people to follow them.
• Run second line yourself for the first deployment, then build and lead the team as volume grows.
• Own incident response and the reviews that make the platform stronger each time.

Required profile

• Around seven years or more in technical support or service delivery for B2B software or platforms, with three or more years leading second line or a service delivery function.
• Experience writing support policy and process from nothing, and managing people through it.
• Real incident management experience, where the answer you gave mattered.
• UAE-based candidates only for this round.

Required skills

• Implementation of a service desk platform (Zendesk is a strong advantage).
• Bonus: fintech, payments or other regulated services; Android or mobile device management; ITIL or equivalent; partners across several countries.