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Kaseya is seeking an Operations Manager to lead a 24x7 remote IT operations team supporting global Managed Service Provider (MSP) customers. This role combines people leadership with technical infrastructure expertise to drive operational excellence, customer satisfaction, and continuous improvement.
You will lead, coach, and develop a team of Engineers, Senior Engineers, Team Leads, and Supervisors across a distributed 24x7 environment. Responsibilities include conducting performance reviews, talent assessments, succession planning, and fostering a high-performance culture centered on accountability, collaboration, and customer focus.
Operationally, you own daily performance metrics including workload management, queue health, SLA/SLO compliance, and service quality. You drive end-to-end incident, request, and case management activities while ensuring timely resolution of operational risks and customer-impacting issues.
As the primary escalation leader for critical customer issues, you will lead customer recovery efforts, executive communications, and cross-functional resolution activities. You own Root Cause Analysis (RCA), corrective and preventive actions (CAPA), and closure governance, translating lessons learned into operational improvements.
You will champion both a Quality-First and Automation-First mindset, identifying opportunities to reduce manual effort, improve consistency, and increase scalability. Collaboration with Quality, Automation, and Reporting teams is essential to convert insights into measurable operational improvements. You act as the operational voice of the customer, identifying recurring issues, product gaps, and service challenges while building strong partnerships across Product, Engineering, Support, Service Delivery, Customer Success, QA, and Automation teams.
Required: 8+ years in IT Operations, NOC, Service Desk, Managed Services, or Infrastructure Support; 3+ years leading technical operations teams; strong technical background in Windows/Wintel infrastructure, Active Directory, Networking, Virtualization, Monitoring, and Incident Management; proven experience managing customer escalations, RCA processes, and operational governance.
