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Kaseya is seeking a Service Manager to join its Elite Support organization in Orlando, FL. In this role, you will serve as a strategic advisor and primary point of contact for a portfolio of high-value managed service provider (MSP) partners, driving proactive, high-touch support experiences focused on operational excellence and long-term customer health.
Key responsibilities include managing a dedicated partner portfolio and building strong relationships with customer stakeholders and cross-functional internal teams (Support, Product, Engineering, Customer Success). You will monitor and analyze critical support metrics including CSAT, CES, MTTR, backlog health, escalation trends, and overall service performance to identify operational risks and recurring issues.
You will conduct Quarterly Business Reviews (QBRs) with partners, translating technical support data into clear business insights and actionable recommendations. This includes coordinating and managing high-priority escalations, partnering with internal teams to address systemic issues, and advocating for customers while maintaining alignment with operational processes.
Additional responsibilities include recommending improvements to product configuration, support workflows, best practices, and customer enablement; contributing to the development of Elite Support processes and playbooks; driving proactive customer engagement initiatives; and maintaining accurate documentation and reporting on customer health and service trends. You will be accountable for internal KPIs related to customer satisfaction, escalation reduction, service improvement, and partner engagement.
This is a relationship-management and analytics-focused role, not reactive ticket handling. You will work in a high-growth, high-performance organization backed by Insight Partners, serving customers across 20+ countries and managing over 15 million endpoints worldwide.
