Service Delivery Manager

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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. 

Job Title: Service Delivery Manager – Help Desk Services   

Location: Orlando, FL. In- office 
 

Are you ready to make an impact?  

WHAT WE ARE LOOKING FOR:  

We are looking for a Service Delivery Manager (SDM) to support our Help Desk Services team with a strong focus on delivering innovative, hospitality driven, collaborative solutions for our partners. As a Service Delivery Manager (SDM), you will play a pivotal role in supporting our Help Desk Services team. You will be responsible for overseeing the delivery and ownership of comprehensive customer service offerings, ensuring consistency, efficiency, and effectiveness in service delivery. The SDM will focus on optimizing processes, implementing best practices, and enhancing the overall customer experience. 

This role is a critical contributor to meeting our mission: To provide timely and effective support to our customers, ensuring technology-related issues are resolved efficiently and with the utmost professionalism. We are dedicated to exceptional service through knowledgeable and empathetic staff while continuously improving our processes. Our core values include customer-centricity, accountability, collaboration, and a commitment to delivering a smooth and productive technology experience for our customers. 

   

WHAT YOU’LL DO:   

We are seeking a highly skilled and motivated service delivery professional to join our dynamic team. The Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to our partners, ensuring that the organization meets its service level objectives (SLOs) and maintains high standards of customer satisfaction.  This includes leading scheduled meetings, incident triage, root cause analysis, SLO management, and maintaining high levels of customer satisfaction.  

 

REQUIRED SKILLS:  

The ideal candidate must have excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures.  Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Understand customer relationship management, process improvement, quality assurance and deliver on reporting and metrics. Display a relentless focus on putting the customer first and can address both immediate operational actions and strategic collaboration opportunities. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Manage and oversee the delivery of holistic customer service offerings at the Help Desk. 
• Manage all customer escalations and drive consistent and sustainable change. 
• Develop and implement policies and processes to ensure consistent and efficient service delivery. 
• Identify opportunities for improvement, optimization, standardization, and streamlining of customer support processes. 
• Work closely with cross-functional teams to implement changes and enhancements that positively impact the customer experience. 
• Analyze data and metrics to identify trends, patterns, and areas for improvement in service delivery. 
• Collaborate with internal stakeholders to reduce the frequency and quantity of delivery failure points. 
• Serve as the primary point of contact for escalated customer issues and ensure