Knowledge Lead

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Job Title: Knowledge Lead – Help Desk Services  

Location: Bangalore India

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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. 

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 long-term financial wealth.  

WHAT WE ARE LOOKING FOR: 

Kaseya is seeking a dedicated Knowledge Management professional who is passionate about customer satisfaction and innovation. In this role, you will play a crucial part in reshaping how we enhance help desk efficiency and foster self-service engagement through effective knowledge management practices. The position’s responsibility includes creating, implementing, and maintaining efficient practices for knowledge, ensuring information accessibility and accuracy across Kaseya Help Desk. The goal is to maximize the strategic value of knowledge to drive impact for our agents and partners.

Required Skills: Knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures.  Must be able to facilitate the creation of new knowledge and capturing existing knowledge from various sources such as employees, and external partners. This can include documentation, interviews, collaboration tools, and knowledge sharing sessions. Must be able to establish processes for organizing and storing knowledge in a structured manner. Must be able to provide training and support to employees on knowledge management tools, processes, and best practices. Must have a deep understanding of knowledge management principles, methodologies, and best practices. This includes knowledge capture, organization, retrieval, sharing, and utilization. Must be able to align knowledge management initiatives with organizational goals and strategies.

This position is 100% in-office at our location in Bangalore India.  

WHAT YOU’LL DO:  

We are seeking a highly skilled and motivated Knowledge Management professional to join our dynamic team. As the Knowledge Manager, you will play a crucial role in developing, overseeing, and coordinating the Kaseya Help Desk knowledge management system. The ideal candidate should have a deep understanding of Knowledge Management tools, best practices and routines with exceptional critical thinking skills, and a passion for delivering against calibrated objectives. This role will implement strategies to capture, organize, and leverage knowledge effectively within the organization. This involves aligning knowledge management efforts with business goals and objectives. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Develop, implement, and maintain efficient knowledge management practices to ensure accessibility and accuracy of information within Kaseya Help Desk.
• Collaborate closely with our partners/customers to maximize the strategic impact of knowledge resources for our agents and partners.
• Scale our knowledge base and documentation, driving world-class content and self-help experiences.
• Ensure the accuracy and completeness of the knowledge bases during all implementation phases.
• Evaluate existing knowledge assets to develop a comprehensive long-term action plan. This plan will ensure the effective implementation of knowledge to support the Help Desk operational vision.
• Partner with the system implementer to establish the taxonomy and forward-looking knowledge organization strategy.
• Gather, organize, consolidate, author, revise, and standardize content to enhance platform utilization and drive exceptional self-service.
• Develop and implement a sustainable operational content governance strategy to ensure the ongoing accuracy and relevance of information post-implementation.

WHAT YOU’LL BRING: 

• Proven experience in knowledge management or related field.
• Strong understanding of customer-centric practices and their application in knowledge management.
• Ability to innovate and drive improvements in knowledge sharing and self-service capabilities.
• Excellent communication and collaboration skills.
• Proven experience in knowledge management, preferably with KCS format
• Certified Knowledge Manager (CKM)
• Deep Understanding of Change Management
• Strong understanding of help desk operations, processes, and data analysis techniques.
• Excellent organizational and strategic planning skills.
• Ability to lead and collaborate with cross-functional teams.
• Strong communication and content creation skills.
• Detail-oriented with a focus on accuracy and completeness of information.
• 5 years related experience
• ITIL certification
• Previous knowledge of management experience
• Bachelor’s degree in related field; and five (5) years’ work experience in a similar field
• Experience in a Managed Services Provider (MSP) environment is a huge plus!