🛠 Tech Stack

💼 About This Role

You'll manage end-to-end customer experience across NOC and Helpdesk, ensuring service governance and relationship management at Kaseya. You'll drive customer satisfaction, retention, and proactive success planning for managed service providers.

🎯 What You'll Do

• Own customer satisfaction, retention, and quarterly service reviews
• Manage ticket lifecycle health and SLA/KPI adherence across Helpdesk and NOC
• Run unified operating cadences and escalation governance
• Deliver monthly performance reporting and KPI dashboards

📋 Requirements

• 0–5 years in service delivery, customer success, or managed services
• Hands-on exposure to both Helpdesk and NOC workflows
• Working knowledge of monitoring/RMM tools like Datto RMM or VSA
• Experience with ticketing/PSA systems like Autotask or Salesforce

✨ Nice to Have

• MSP/IT services background
• Experience managing high-value accounts
• Familiarity with patching, backup, AV/AM, and networking

📨 Hiring Process

Estimated timeline: 1-2 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min