Manager, Help Desk

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. WHAT WE ARE LOOKING FOR: We are seeking a full-time Support Manager – Help Desk for our on-site location in Bangalore. The Support Manager will lead a team of Help Desk support professionals in providing excellent customer service to our clients, maintaining the overall health of our clients' technology systems, and ensure timely resolution of IT support related issues. Additionally, this role will co-ordinate the work of these support Agents who perform the daily activities at Level 1 and Level 2. The Support Manager will play a key role in recruiting and retaining talent, developing, training, and coaching employees. Lead performance management process and oversee the administration duties for the Team. Required Skills: Excellent knowledge of large MSP/Channel-based Help Desk Services operations, processes, workflows, and procedures. Proficient in Help Desk operations and queue management, adherence of defined SLAs, and management of key performance indicators (KPI’s) and metrics. Exceptional critical thinking skills to identify root causes and implement efficient solutions in high-pressure situations. Deep knowledge of IT Service Management to guide and improve Level 1 and Level 2 support teams effectively. Experience in recruiting and retraining top talent. Verifiable experience in developing support teams and coaching employees to meet achievable goals. Experience with performance management routines and toolsets. Previous experience with the administration duties for supervising a support staff. This position is 100% in-office WHAT YOU’LL DO: We are seeking a highly skilled and motivated IT Help Desk professional to join our dynamic team. As the Support Manager, you will play a crucial role in overseeing and coordinating the daily Incident activities of the Help Desk Team along with the daily administration duties for Desk operations. This includes initial email Incident triage, Incident assignment, SLO management, providing guidance, ensuring efficient support operations, and maintaining high levels of customer satisfaction. The ideal candidate should have a deep understanding of various IT Service Management tools and routines, exceptional critical thinking skills, and a passion for delivering against calibrated KPI’s and have led/supervised small support teams. This role will monitor and ensure key department metrics are aligned and achieved with company business objectives by setting individual and team goals for department performance. ESSENTIAL DUTIES AND RESPONSIBILITIES: You will work closely with the U.S. based leadership team to ensure all objectives are in place, documented, and followed to ensure customer SLOs are satisfied. Lead, coach, mentor, develop, and direct assigned team members daily to improve customer service, satisfaction, manage perception, and increase overall efficiency of the operations and team members while providing tools and resources for the team to perform well. Lead queue managem