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 was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.
We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.
At Kaseya, we don't just raise the bar. We build it.
Position Summary
We are seeking a customer-centric, quality-driven, and automation-minded Operations Manager to lead a 24x7 remote IT operations team supporting global MSP customers. This role is responsible for team performance, operational governance, customer escalations, case management, RCA ownership, service quality, and continuous improvement.
The ideal candidate combines strong people leadership with a solid technical infrastructure background and thrives in a highly collaborative environment. While dedicated Quality Excellence, Automation, and Reporting teams provide specialist support, this leader must champion a Quality-First and Automation-First mindset, leveraging data, insights, and technology to continuously improve customer outcomes and operational efficiency.
Key Responsibilities
Team Leadership
- Lead, coach, and develop Engineers, Senior Engineers, Team Leads, and Supervisors in a 24x7 operational environment.
- Conduct performance reviews, coaching sessions, talent assessments, succession planning, and training programs.
- Foster a high-performance culture built on accountability, collaboration, ownership, and customer focus.
Operations & Case Management
- Own daily operational performance, workload management, queue health, SLA/SLO compliance, and service quality.
- Drive end-to-end incident, request, and case management activities.
- Ensure timely resolution of operational risks and customer-impacting issues.
Customer Escalation & RCA Management
- Act as the primary operational escalation leader for critical customer issues.
- Lead customer recovery efforts, executive communications, and cross-functional resolution activities.
- Own Root Cause Analysis (RCA), corrective and preventive actions (CAPA), and closure governance.
- Ensure lessons learned are translated into operational improvements.
Quality & Automation Leadership
- Champion a Quality-First mindset, ensuring consistent execution, documentation standards, communication quality, and operational excellence.
- Champion an Automation-First culture by identifying opportunities to reduce manual effort, improve consistency, and increase scalability.
- Collaborate with Quality, Automation, and Reporting teams to convert insights into measurable operational improvements.
- Drive continuous improvement initiatives using analytics, trends, and customer feedback.
Required Qualifications
- Build strong partnerships with Product, Engineering, Support, Service Delivery, Customer Success, QA, Automation, and Reporting teams.
- Act as the operational voice of the customer by identifying recurring issues, product gaps, and service challenges.
- Lead or contribute to strategic improvement projects that enhance customer experience, operational effectiveness, and service delivery maturiRequired Qualifications
- 8+ years of experience in IT Operations, NOC, Service Desk, Managed Services, or Infrastructure Support.
- 3+ years of people management experience 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.
Preferred Qualifications
- Quality-First Mindset
- Automation-First Mindset
- Strong Collaborator & Influencer
- Customer-Obsessed
- Data-Driven
- Continuous Improvement Champion
- Calm Under Pressure
- Strong Communicator & People Leader
Success Measures
- SLA/SLO Performance
- Customer Satisfaction & Escalation Outcomes
- Team Engagement & Retention
- Quality Audit Scores
- RCA Closure Effectiveness
- Automation Adoption & Operational Efficiency
- Continuous Improvement Delivery
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.
Skills Required
- 8+ years of experience in IT Operations, NOC, Service Desk, Managed Services, or Infrastructure Support
- 3+ years of people management experience leading technical operations teams
- Strong technical background in Windows/Wintel infrastructure
- Experience with Active Directory
- Experience with Networking
- Experience with Virtualization
- Experience with Monitoring and Incident Management
- Proven experience managing customer escalations, RCA processes, and operational governance
- Quality-First Mindset
- Automation-First Mindset
- Strong collaborator and influencer
- Customer-obsessed, data-driven, continuous improvement champion
- Calm under pressure and strong communicator/people leader
Kaseya Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kaseya and has not been reviewed or approved by Kaseya.
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Leave & Time Off Breadth — PTO is commonly described around 20–21 days per year plus standard holidays. Some indicate they can fully disconnect while on leave.
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Equity Value & Accessibility — Equity or option grants are available to many roles, offering potential upside beyond base pay. This exposure is presented as a meaningful component of total compensation for some roles.
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Affordable Benefits — The high‑deductible medical plan is described as having low or employer‑covered employee‑only premiums in some cases. This can reduce out‑of‑pocket costs for those who select the HDHP.
Kaseya Insights
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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