Manager, Help Desk

Kaseya

Bangalore, India
On-site
3+ years it service management experience
4-6 years help desk capacity experience
Experience with autotask itsm toolset
Kaseya is seeking a Support Manager to lead a team of Help Desk professionals in providing excellent customer service and maintaining technology system health

Job Summary

  • Kaseya is seeking a Support Manager to lead a team of Help Desk professionals in providing excellent customer service and maintaining technology system health.
  • The role requires deep knowledge of IT Service Management to guide Level 1 and Level 2 support teams while ensuring timely resolution of IT issues.
  • Success in this position involves coordinating daily incident activities, managing queue workflows, and collaborating with US-based leadership to meet customer SLOs.

Matching Summary

Kaseya is seeking a Support Manager to lead a team of Help Desk professionals in providing excellent customer service and maintaining technology system health.

Skills & Requirements

Must-have

  • 3+ years IT Service Management experience
  • 4-6 years Help Desk capacity experience
  • Experience with Autotask ITSM toolset
  • Queue management and SLA adherence
  • Incident triage and dispatch leadership
  • Performance management and KPI monitoring

Nice-to-have

  • Managed Services Provider (MSP) environment experience
  • ITIL V3 or V4 certification
  • HDI Incident Management Principles certification
  • Strong critical thinking in high-pressure situations
  • Experience recruiting and retaining talent
  • Microsoft Excel Pivot tables reporting skills

Key Requirements

  • Associate degree in Computer Science or IT preferred
  • 3+ years leading technical support teams
  • 4-6 years working in Service Desk/Help Desk
  • Prior supervisory experience in Incident Management
  • Verifiable experience with Autotask or similar ITSM tools

Work Rights

Not specified

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