Service Delivery Manager

Kaseya • Orlando, FL

118d

About The Position

Kaseya is 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 will establish and maintain 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 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.

Requirements

• 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.
• Understanding of customer relationship management, process improvement, and quality assurance.
• Ability to deliver on reporting and metrics.
• Relentless focus on putting the customer first.

Responsibilities

• Oversee the delivery and ownership of comprehensive customer service offerings.
• Ensure consistency, efficiency, and effectiveness in service delivery.
• Establish and maintain effective client relationships.
• Conduct periodic account health assessments to drive client retention.
• Provide timely and effective support to customers.
• Resolve technology-related issues efficiently and professionally.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services