Service Delivery Manager Help Desk Services
Service Delivery Manager Help Desk Services
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Job Description
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. Kaseyas bestinbreed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong doubledigit growth over the past several years and is backed by Insight Venture Partners www.insightpartners a leading global private equity firm investing in highgrowth 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 awardwinning solutions go to www.Kaseya and for more information on Kaseyas 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 longterm financial wealth.
Job Title: Service Delivery Manager Help Desk Services
Location: Orlando FL.
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseyas bestinbreed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong doubledigit growth over the past several years and is backed by Insight Venture Partners www.insightpartners) a leading global private equity firm investing in highgrowth 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 awardwinning solutions go to www.Kaseya and for more information on Kaseyas 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 longterm financial wealth.
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 and collaborative experience 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 willestablish and maintains effective client relationships and maintain periodic account health assessments to drive client retention.
This role is a critical contributor to meeting our mission: To provide timely and effective support to our customers ensuring technologyrelated 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 customercentricity accountability collaboration and a commitment to delivering a smooth and productive technology experience for our customers.
Required Skills: The ideal candidate must have excellent knowledge of large MSP/Channelbased Help Desk Services operations processes workflows and procedures. Exceptional critical thinking skills to identify root causes and implement efficient solutions in highpressure 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.
This position is 100 inoffice at our brandnew location in Orlando FL.
WHAT YOULL 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Effectively communicates and interacts with clients and internal department team members.
- Gathers and tracks client requirements and specifications including changes.
- Develops and maintains various client account documentation.
- Documents and publishes meeting agendas and associated minutes and tracks action items owners and due dates.
- Prepares status reports to keep management and clients informed of project status and related issues.
- Recommends appropriate process and procedure revisions in support of continuous improvement.
- Coordinates tracks and reports on quality assurance metrics and testing.
- Adheres to departmental objectives and metrics to provide a high level of client service
- 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 crossfunctional 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 timely resolution.
- Stay informed about industry trends and best practices in service delivery and customer experience management.
- Ensure each practice is integrated and that each practice meets SLO and measurement standards.
- Responsible for the implementation and development of continual service improvement.
WHAT YOULL BRING:
- Bachelors degree in business administration management or a related field (preferred).
- Communication: The ability to give and gather information and actively manage the communication process by asking questions conveying complex information in plain language listening and considering others views stating own views clearly and concisely and addressing conflict in a professional and productive manner.
- Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.
- Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.
- Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation seek that information from appropriate sources and use skillful questioning to draw out the information when others are reluctant to disclose it.
- Analytical Thinking: The ability to tackle a problem by using a logical systematic sequential approach.
- Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fastpaced environment.
- Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction.
- Adaptability: Flexibility to adapt to changing technologies processes and customer needs in the IT support environment.
- Experience with Microsoft Excel Pivot tables and reporting features.
- Ability to handle stress well in times of heavy workload and in critical business scenarios.
- Proven experience in service delivery management or a similar role.
- Strong understanding of help desk services and customer support processes.
- Excellent communication interpersonal and problemsolving skills.
- Ability to analyze data and metrics to drive decisionmaking and process improvement.
- Demonstrated leadership abilities and experience working in a fastpaced environment.
- Customerfocused mindset with a passion for delivering exceptional service.
- Excellent oral and written communication skills are crucial as well as the ability to think clearly & analyze quantitatively.
- Detail oriented and ability to meet and exceed quality standards.
- Excellent organizational and interpersonal skills with an ability to determine an appropriate level of detail given project milestones.
- Excellent planning organizational communication and time management skills
- Contributes to deliverables and performance metrics where applicable.
3 years of experience utilizing:
- Project management or agile frameworks
- Six Sigma
- TQM
- ISO9000
- Kaizen
- Experience in a Managed Services Provider (MSP) environment is a huge 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.
Required Experience:
Manager
Employment Type
Full Time
