Service Manager

Kaseya Careers • Orlando, FL

12d

About The Position

As a Service Manager within Kaseya’s 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.

Requirements

• 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.

Nice To Haves

• 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.
• Bachelor’s degree or equivalent professional experience.
• Experience driving operational process improvement and enterprise escalation management initiatives.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree