Service Delivery Manager – Help Desk Services

Job Title: Service Delivery Manager – Help Desk Services   

Location: Orlando, FL.  
 

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:  

We are 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 maintains 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. 

Required Skills: The ideal candidate must have 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. Understand customer relationship management, process improvement, quality assurance and deliver on reporting and metrics. Display a relentless focus on putting the customer first and can address both immediate operational actions and strategic collaboration opportunities. 

This position is 100% in-office at our brand-new location in Orlando FL.   

WHAT YOU’LL DO:   

We are seeking a highly skilled and motivated service delivery professional to join our dynamic team. The Service Delivery Manager (SDM) is responsible for overseeing the delivery of services to our partners, ensuring that the organization meets its service level objectives (SLOs) and maintains high standards of customer satisfaction.  This includes leading scheduled meetings, incident triage, root cause analysis, SLO management, and maintaining high levels of customer satisfaction.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Effectively communicates and interacts with clients, and internal department team members.  

• Gathers and tracks client requirements and specifications, including changes.  

• Develops and maintains various client account documentation.  

• Documents and publishes meeting agendas and associated minutes, and tracks action items, owners, and due dates.  

• Prepares status reports to keep management and clients informed of project status and related issues.  

• Recommends appropriate process and procedure revisions in support of continuous improvement.  

• Coordinates, tracks and reports on quality assurance metrics and testing.  

• Adheres to departmental objectives and metrics to provide a high level of client service 

• Manage and oversee the delivery of holistic customer service offerings at the Help Desk. 

• Manage all customer escalations and drive consistent and sustainable change. 

• Develop and implement policies and processes to ensure consistent and efficient service delivery. 

• Identify opportunities for improvement, optimization, standardization, and streamlining of customer support processes. 

• Work closely with cross-functional teams to implement changes and enhancements that positively impact the customer experience. 

• Analyze data and metrics to identify trends, patterns, and areas for improvement in service delivery. 

• Collaborate with internal stakeholders to reduce the frequency and quantity of delivery failure points. 

• Serve as the primary point of contact for escalated customer issues and ensure timely resolution. 

• Stay informed about industry trends and best practices in service delivery and customer experience management. 

• Ensure each practice is integrated and that each practice meets SLO and measurement standards. 

• Responsible for the implementation and development of continual service improvement. 

WHAT YOU’LL BRING:  

• Bachelor's degree in business administration, management, or a related field (preferred). 

• Communication: The ability to give and gather information and actively manage the communication process by asking questions, conveying complex information in plain language, listening, and considering others’ views, stating own views clearly and concisely, and addressing conflict in a professional and productive manner.  

• Forward Thinking: The ability to anticipate the implications and consequences of a situation and take appropriate action to be prepared for possible contingencies.  

• Drive for Results: Dedicated to achieving the best results by taking a dynamic approach to work; perseveres and uses metrics to analyze performance.  

• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skillful questioning to draw out the information when others are reluctant to disclose it.  

• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach. 

• Time Management: Demonstrated ability to prioritize and manage multiple escalations and tasks simultaneously in a fast-paced environment. 

• Customer Service Orientation: A strong commitment to delivering exceptional customer service and maintaining high levels of customer satisfaction. 

• Adaptability: Flexibility to adapt to changing technologies, processes, and customer needs in the IT support environment. 

• Experience with Microsoft Excel Pivot tables and reporting features. 

• Ability to handle stress well in times of heavy workload and in critical business scenarios. 

• Proven experience in service delivery management or a similar role. 

• Strong understanding of help desk services and customer support processes. 

• Excellent communication, interpersonal, and problem-solving skills. 

• Ability to analyze data and metrics to drive decision-making and process improvement. 

• Demonstrated leadership abilities and experience working in a fast-paced environment. 

• Customer-focused mindset with a passion for delivering exceptional service. 

• Excellent oral and written communication skills are crucial, as well as the ability to think clearly & analyze quantitatively. 

• Detail oriented, and ability to meet, and exceed, quality standards.  

• Excellent organizational and interpersonal skills with an ability to determine an appropriate level of detail given project milestones.  

• Excellent planning, organizational, communication and time management skills 

• Contributes to deliverables and performance metrics where applicable. 

• 3+ years of experience utilizing: 

• Project management or agile frameworks 

• Six Sigma 

• TQM 

• ISO9000 

• Kaizen 

• Experience in a Managed Services Provider (MSP) environment is a huge plus!