Service Manager

Position Summary

As a Service Manager within Kaseya's Elite Support organization, you will serve as a strategic advisor for our most valuable partners, helping drive a proactive, high-touch support experience. This role focuses on operational excellence, service performance management, escalation coordination, and continuous improvement initiatives designed to strengthen long-term customer health and satisfaction.

You will work cross-functionally with Support, Product, Engineering, and Customer Success teams to identify trends, reduce recurring issues, improve service delivery, and enhance the overall customer experience. This is a proactive service management role focused on relationship management, analytics, and strategic engagement — not reactive ticket handling.

Key Responsibilities

• Manage a portfolio of Elite partners as the primary point of contact for service-related engagement.
• Build and maintain strong relationships with customer stakeholders and internal cross-functional teams.
• Monitor and analyze key support metrics including CSAT, CES, MTTR, backlog health, escalation trends, and overall service performance.
• Identify operational risks, recurring issues, and opportunities for continuous service improvement.
• Conduct Quarterly Business Reviews (QBRs) focused on support performance, trends, root cause analysis, and actionable recommendations.
• Translate technical support data into clear business insights and customer-facing recommendations.
• Coordinate and manage high-priority escalations to ensure timely resolution and effective communication.
• Partner with Support, Product, and Engineering teams to address systemic issues and improve service quality.
• Advocate for customers while aligning with internal operational processes and support standards.
• Recommend improvements related to product configuration, support workflows, best practices, and customer enablement.
• Contribute to the ongoing development of Elite Support processes, playbooks, and operational standards.
• Drive proactive customer engagement initiatives to improve long-term customer success and stability.
• Maintain accurate documentation, reporting, and communication regarding customer health and service trends.
• Achieve internal KPIs related to customer satisfaction, escalation reduction, service improvement, and partner engagement.
• Perform additional duties and responsibilities as assigned.

Required Qualifications

• 3+ years of experience in Technical Support, Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles.
• Experience managing enterprise or high-value customer relationships.
• Experience working cross-functionally with Support, Product, Engineering, and Operations teams.
• Strong background in SaaS, IT services, enterprise software, or cybersecurity environments.
• Experience analyzing support KPIs and operational performance metrics.

Preferred Qualifications

• Experience within MSP, IT management, cybersecurity, or SaaS industries.
• Familiarity with support platforms, CRM systems, and reporting tools.
• Experience conducting Executive Business Reviews (EBRs) or Quarterly Business Reviews (QBRs).
• ITIL, Customer Success, or Service Management certifications preferred.
• Bachelor's degree or equivalent professional experience.
• Experience driving operational process improvement and enterprise escalation management initiatives.