About this role
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.
IT Service Manager (ITSM) – Incident & Problem Management
Role Overview
We are seeking an experienced IT Service Manager to define, implement, monitor, and continuously improve ITIL-based Incident and Problem Management processes within a B2B environment.
This role will be responsible for stabilizing and optimizing service operations, with a strong focus on:
- Incident Management governance
- Problem Management framework implementation
- SLA definition and compliance monitoring
- Backlog remediation strategy (currently 1000+ open tickets)
- Executive-level reporting and performance transparency
The ideal candidate combines strong operational discipline, data-driven decision making, and the ability to influence cross-functional teams.
Key Responsibilities
1. Incident Management Governance
- Design and implement standardized ITIL-based Incident Management processes
- Define severity models, prioritization framework, and escalation paths
- Ensure SLA adherence and drive improvements in MTTR and resolution quality
- Establish clear ownership and accountability across L1/L2/L3/L4 teams
2. Problem Management Framework
- Implement structured Root Cause Analysis (RCA) processes
- Drive trend analysis to reduce recurring incidents
- Establish Known Error Database (KEDB) governance
- Lead post-incident reviews and corrective action tracking
3. SLA & Performance Management
- Define, monitor, and report on SLAs, OLAs, and KPIs
- Develop service dashboards for leadership visibility
- Identify systemic bottlenecks and propose improvement plans
4. Backlog Stabilization & Optimization
- Lead a structured remediation plan for 1000+ open tickets
- Categorize backlog (stale, duplicate, invalid, pending external input, etc.)
- Define closure criteria and aging policies
- Drive backlog reduction targets and governance cadence
5. Executive Reporting & Stakeholder Management
- Present weekly/monthly service health metrics to leadership
- Translate operational data into actionable insights
- Partner with Engineering, Product, and Business stakeholders to align priorities
Required Qualifications
- 5+ years in IT Service Management or IT Operations roles
- Strong practical knowledge of ITIL (ITIL v4 preferred)
- Experience managing high-volume ticket environments (B2B preferred)
- Proven track record reducing backlog and improving SLA compliance
- Strong analytical skills and executive-level communication ability
- Experience with ITSM tools (ServiceNow, Jira Service Management, Oracle, Salesforce, etc.)
Key KPIs for Success
- Backlog reduction % within first 6 months
- SLA compliance rate
- MTTR reduction
- Reduction in recurring incidents
- % of incidents linked to problem records
- Improvement in customer satisfaction (CSAT)
Preferred Profile
- Structured thinker with operational rigor
- Comfortable driving change in ambiguous environments
- Strong cross-functional leadership skills
- Data-oriented and outcome-driven
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.
About Kaseya Careers
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