Orlando, FL

Service Manager

Apply Now

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 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.

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.
  • Bachelor’s 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.

Apply for this Job

Looks good!
Looks good!
Looks good!
Looks good!

Resume/CV

Looks good!

Cover Letter

Looks good!
Please select a option.
Looks good!
Please select a option.
Looks good!
Please select a option.
Looks good!
Please select a option.
Looks good!
Looks good!
Please select a option.
Looks good!
Please select a option.
Looks good!
Looks good!
Looks good!

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please select a option.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Please select a option.

Voluntary Self-Identification


For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Kaseya’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Please select a option.
Please select a option.