IT Manager

The IT Manager is responsible for providing continuous improvement, recommend corrective actions and manage direct reportees daily Responsibilities • You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied. • Lead, coach, mentor, develop, and direct assigned team members daily to improve customer service, satisfaction, manage perception, and increase overall efficiency of the operations and team members while providing tools and resources for the team to perform well. • Lead queue management activities that enable a team of Help Desk technicians, ensuring they meet performance targets and provide exceptional customer service. • Work closely with technical staff to ensure all objectives are in place, documented, and followed to ensure the obtainment of Help Desk KPI's. • Stay up to date with the latest IT Service Management trends and developments to provide accurate and efficient support. Lead the dispatch process of service Incidents to ensure full utilization of technical resources. • Lead and prioritize incoming and support requests, ensuring timely resolution and adherence to service level agreements (SLAs). Provide supervision of Agents and allocate resources effectively to meet support demands. • Complete the daily duties for administration as the onsite lead for the Help Desk. • Maintain and update knowledge base articles, troubleshooting guides, and support documentation for the team. Implement and monitor quality assurance processes to ensure consistent and high-quality customer support. • Provides reporting of service metrics to Leadership Team Work with Management team to investigate and resolve issues reported in client CSAT. • Conducts daily Agent huddle meetings. • Providing status reports to the Help Desk Manager on a weekly basis regarding resource allocation and continual service improvements.

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. 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.