Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. 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.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
Customer Experience Manager – Help Desk Services
Location: Medellin, Colombia
Are you ready to make an impact?
WHAT WE ARE LOOKING FOR:We are seeking a Customer Experience Manager to lead our Help Desk Services team with a strong focus on delivering innovative, hospitality-driven, and collaborative experiences for our partners. The CEM will oversee comprehensive customer service offerings, ensuring consistency, efficiency, and effectiveness in service delivery. This role includes building strong client relationships and conducting periodic account health assessments to drive retention and satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES:A dynamic leader who thrives in fast-paced environments and is passionate about customer success. Ideal candidates will have deep knowledge of MSP/Channel-based Help Desk operations, processes, and workflows. Responsibilities include:
- Oversee delivery of Help Desk services and ensure adherence to Service Level Objectives (SLOs).
- Lead client meetings, manage escalations, and drive root cause analysis.
- Develop and maintain client documentation, meeting agendas, and action tracking.
- Recommend process improvements and implement quality assurance measures.
- Analyze data and metrics to identify trends and optimize service delivery.
- Collaborate with cross-functional teams to enhance customer experience.
- Serve as the primary point of contact for escalated issues and ensure timely resolution.
- Stay current on industry best practices and integrate continual service improvements.
- Bachelor’s degree in business administration, management, or related field (preferred).
- Proven experience in service delivery management or similar role.
- Strong understanding of Help Desk services and IT support processes.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to analyze data and drive process improvements.
- Leadership experience in a fast-paced environment.
- Familiarity with project management frameworks (Agile, Six Sigma, TQM, ISO9000, Kaizen).
- Experience in a Managed Services Provider (MSP) environment is a plus.
- Technical proficiency in Microsoft Excel reporting, Active Directory, and IT infrastructure basics.
Join the fastest-growing tech company in the US and enjoy a competitive compensation package that supports your passion for an exciting career in tech!
#IND525
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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What We Do
Kaseya is a premier provider of unified IT management and security software for managed service providers (MSPs) and small to medium-sized businesses (SMBS). Through its customer-centric approach, Kaseya delivers best-in-breed technologies that allow organizations to efficiently manage, secure and backup IT. Kaseya offers a broad array of IT management solutions, including well-known names: Kaseya, IT Glue, RapidFire Tools, Spanning Cloud Apps, ID Agent, Graphus, RocketCyber, TruMethods and Unitrends. These solutions empower businesses to command all of IT centrally, easily manage remote and distributed environments, simplify backup and disaster recovery, safeguard against cybersecurity attacks, effectively manage compliance and network assets, streamline IT documentation and automate across IT management functions. Headquartered in Miami, Florida, Kaseya is privately held with a presence in over 20 countries.
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