Cybersecurity Operations and Support Manager (CAT 1)

We are seeking a highly experienced and security-cleared

Cybersecurity Operations and Support Manager to lead and manage

post-sales operations, ensuring the successful deployment,

adoption, and ongoing satisfaction of our government-grade

cybersecurity software solutions.

The ideal

candidate will have a strong technical background in cybersecurity,

proven post-sales customer engagement experience, excellent project

management skills, and outstanding leadership and communication

abilities.

The manager will serve as the primary

point of contact for enterprise and government clients after the

sale is complete, ensuring a seamless transition from pre-sales to

implementation, and delivering sustained customer

success.

Roles &

Responsibilities

Lead,

mentor, and develop a high-performing technical support team,

promoting continuous learning, operational efficiency, and

alignment with industry best practices.

Oversee resolution of complex technical issues, ensuring

timely and effective support, detailed documentation, and a

proactive approach to improving customer satisfaction.

Streamline support operations through process

optimization and automation, while ensuring compliance with

cybersecurity standards and regulatory requirements.

Coordinate closely with pre-sales and engineering teams

to ensure a smooth handover and ongoing alignment on customer needs

and expectations.

Manage incident response and

escalation protocols within the constraints of CAT 1 clearance

protocols.

Track key performance indicators

(KPIs) and prepare reports on team performance, customer

satisfaction, and issue resolution.

Stay ahead

of industry trends, manage risks, and drive continuous improvements

in service reliability and performance.

Act as

a liaison between the customer and internal teams including

product, engineering, and executive leadership -ensuring customer

feedback is captured and acted upon.

Provide

strategic input to product development teams based on real-world

client insights and operational

challenges.

Requirements

Bachelor's degree in Information Security, Computer

Science, or related field.

Industry

certifications preferred : CompTIA A+, Azure Administrator, AWS

Solutions Architect, CCNA, ITIL, ScrumMaster, or Six

Sigma.

Minimum 5 years of hands-on experience

in post-sales technical support, account management, or

cybersecurity software operations across software, hardware,

networking, and cloud environments.

2-3 years

of leadership experience managing technical support or operations

teams.

Strong understanding of cybersecurity

frameworks, threat detection, incident response, IM8 compliance

requirements.

Strong interpersonal and

communication skills with a client-focused mindset; capable of

building trust-based relationships and acting as a strategic

advisor to clients.

Proficient in OS (Windows,

Linux, macOS), Networking (DNS, DHCP, firewalls, VPNs), Cloud (AWS,

Azure, Google Cloud), Helpdesk (Zendesk, Freshdesk, Jira), CRM

(Salesforce), and Monitoring Tools (Nagios, SolarWinds,

Datadog).

Familiarity with ITIL or equivalent

IT service management frameworks.