Manager, Help Desk

Responsibilities

• ESSENTIAL DUTIES AND 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 the Help Desk Director and 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 assuranc

Requirements

• This position is 100% in-office

Benefits

Additional Information

About Kaseya Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success. Backed by Insight Partners , a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide. Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike. At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.

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