Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
The IT Manager is responsible for providing continuous improvement, recommend corrective actions and manage direct reportees daily
Responsibilities
• You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied.
• Lead, coach, mentor, develop, and direct assigned team members daily to improve customer service, satisfaction, manage perception, and increase overall efficiency of the operations and team members while providing tools and resources for the team to perform well.
• Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service.
• Work closely with technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI’s.
• Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support.
Lead the dispatch process of service Incidents to ensure full utilization of technical resources.
• Lead and prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs).
Provide supervision of Agents and allocate resources effectively to meet support demands.
• Complete the daily duties for administration as the onsite lead for the Help Desk.
• Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team.
Implement and monitor quality assurance processes to ensure consistent and high-quality customer support.
• Provides reporting of service metrics to Leadership Team
Work with Management team to investigate and resolve issues reported in client CSAT.
• Conducts daily Agent huddle meetings.
• Providing status reports to the Help Desk Manager on a weekly basis regarding resource allocation and continual service improvements.
Skills
• Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures.
• Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics. Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Deep knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams effectively.
• Experience in recruiting and retraining top talent. Verifiable experience in developing support teams and coaching employees to meet achievable goals.
• Experience with performance management routines and toolsets. Previous experience with the administration duties for supervising a support staff.
Communications/Leadership
• Excellent interpersonal skills, and leadership abilities
• Good analytical and problem-solving skills.
• Ability to create work relationships across multiple areas, engaging with employees daily.
Education/Technology
• Experience with Microsoft Excel Pivot tables and reporting features
• Certifications: Relevant certifications such as ITIL V3 or V4, HDI Incident Management Principles, HDI Service and Support Metrics, HDI support Center Lead, or similar industry-recognized credentials are a plus
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
