IT Manager

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.

Kaseya's BIS L2 Support team is pleased to announce an opportunity for a Manager, BIS Support in Medellin, Colombia. We are seeking an experienced professional to lead our Support team, providing exceptional service to our global users. This role entails overseeing a team of Support Analysts responsible for Incident, Service Request, and Problem Management services for users across North America, Europe, Asia, and Australia and related to Kaseya Enterprise Business Information Systems including Oracle ERP and Salesforce.  

Responsibilities include intake, management, triage, solution development, and communication (including executive communications) for all L2-related tickets arising from internal reporting and escalations.  We are looking for an individual who is self-motivated, innovative, and able to quickly grasp complex concepts. Attention to detail and diligence are essential attributes for this role.

Responsibilities:

• Lead and manage a team of support professionals, providing guidance, mentorship, and performance management.
• Troubleshoot and resolve complex system issues, ensuring minimal disruption to business operations.
• Collaborate with cross-functional teams to identify and implement continuous improvement initiatives.
• Drive the adoption of best practices in support and utilization across the organization.
• Ensure timely and effective communication with stakeholders regarding issue status and resolution.
• Develop and maintain comprehensive documentation of support processes and procedures.
• Monitor and report on key performance indicators, ensuring the team meets and exceeds service level agreements.

Our Desired Candidate Will Have:

• Bachelor's degree in Business Management, Information Systems, or related field, or equivalent work experience.
• 10+ years of experience / knowledge with techno-functional hands-on experience interacting with enterprise business information systems (i.e. Oracle Fusion, Salesforce.)
• 5+ years of experience leading support organizations serving a remote, global user community and a proactive attitude and a commitment to continuous improvement.
• Flexible, adaptable, and resilient, with the ability to work effectively in a fast-paced and dynamic environment.
• Highly customer-oriented, with a passion for delivering exceptional service and value
• Demonstrated ability to set up scalable, effective support processes.
• Strong analytical, problem-solving, and decision-making skills, with the ability to resolve complex technical issues and handle ambiguity and uncertainty.
• Excellent interpersonal and leadership skills, with the ability to influence, motivate, and inspire others.
• Effective communication skills with the ability to articulate technical information to non-technical stakeholders. Excellent English communication skills are necessary.

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.