Service Manager

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.

Position Summary

As a Service Manager within Kaseyas Elite Support organization you will serve as a strategic advisor for our most valuable partners helping drive a proactive high-touch support experience. This role focuses on operational excellence service performance management escalation coordination and continuous improvement initiatives designed to strengthen long-term customer health and satisfaction.

You will work cross-functionally with Support Product Engineering and Customer Success teams to identify trends reduce recurring issues improve service delivery and enhance the overall customer experience. This is a proactive service management role focused on relationship management analytics and strategic engagement not reactive ticket handling.

Key Responsibilities

• Manage a portfolio of Elite partners as the primary point of contact for service-related engagement.
• Build and maintain strong relationships with customer stakeholders and internal cross-functional teams.
• Monitor and analyze key support metrics including CSAT CES MTTR backlog health escalation trends and overall service performance.
• Identify operational risks recurring issues and opportunities for continuous service improvement.
• Conduct Quarterly Business Reviews (QBRs) focused on support performance trends root cause analysis and actionable recommendations.
• Translate technical support data into clear business insights and customer-facing recommendations.
• Coordinate and manage high-priority escalations to ensure timely resolution and effective communication.
• Partner with Support Product and Engineering teams to address systemic issues and improve service quality.
• Advocate for customers while aligning with internal operational processes and support standards.
• Recommend improvements related to product configuration support workflows best practices and customer enablement.
• Contribute to the ongoing development of Elite Support processes playbooks and operational standards.
• Drive proactive customer engagement initiatives to improve long-term customer success and stability.
• Maintain accurate documentation reporting and communication regarding customer health and service trends.
• Achieve internal KPIs related to customer satisfaction escalation reduction service improvement and partner engagement.
• Perform additional duties and responsibilities as assigned.

Required Qualifications

• 3 years of experience in Technical Support Customer Success Technical Account Management Service Delivery or similar customer-facing roles.
• Experience managing enterprise or high-value customer relationships.
• Experience working cross-functionally with Support Product Engineering and Operations teams.
• Strong background in SaaS IT services enterprise software or cybersecurity environments.
• Experience analyzing support KPIs and operational performance metrics.

Preferred Qualifications

• Experience within MSP IT management cybersecurity or SaaS industries.
• Familiarity with support platforms CRM systems and reporting tools.
• Experience conducting Executive Business Reviews (EBRs) or Quarterly Business Reviews (QBRs).
• ITIL Customer Success or Service Management certifications preferred.
• Bachelors degree or equivalent professional experience.
• Experience driving operational process improvement and enterprise escalation management initiatives.

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.