Operations Manager, NOC Services
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Key skills for this role
Role Overview
Operations Manager will lead a 24x7 remote IT operations team supporting global managed service provider customers.
The role covers team performance, operational governance, customer escalations, case management, root-cause analysis, service quality, and continuous improvement.
The leader is expected to promote quality-first and automation-first operating practices.
Key Skills for This Role
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About Kaseya
Kaseya provides AI-powered IT management and cybersecurity software for managed service providers and internal IT organizations.
The company supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Position Summary
Operations Manager will lead a 24x7 remote IT operations team supporting global managed service provider customers.
The role covers team performance, operational governance, customer escalations, case management, root-cause analysis, service quality, and continuous improvement.
The leader is expected to promote quality-first and automation-first operating practices.
Team Leadership
- Lead, coach, and develop Engineers, Senior Engineers, Team Leads, and Supervisors.
- Conduct performance reviews, talent assessments, succession planning, and training programs.
- Build a culture of accountability, collaboration, ownership, and customer focus.
Operations and Escalations
- Own workload management, queue health, SLA/SLO compliance, service quality, and daily operational performance.
- Drive incident, request, and case management and resolve operational risks.
- Lead critical customer escalations, recovery efforts, executive communications, and cross-functional resolution.
- Own RCA, corrective and preventive actions, and closure governance.
Quality and Improvement
- Champion consistent execution, documentation standards, communication quality, and operational excellence.
- Identify automation opportunities to reduce manual effort, improve consistency, and increase scalability.
- Use analytics, trends, customer feedback, and lessons learned to drive continuous improvement.
- Partner with Product, Engineering, Support, Service Delivery, Customer Success, QA, Automation, and Reporting teams.
Required 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 background in Windows/Wintel infrastructure, Active Directory, networking, virtualization, monitoring, and incident management.
- Experience managing customer escalations, RCA processes, and operational governance.
Preferred Qualifications
- Quality-first, automation-first, collaborative, customer-focused, data-driven, and continuous-improvement mindsets are preferred.
- Strong communication, influencing, people leadership, and composure under pressure are preferred.
Success Measures
Success is measured through SLA/SLO performance, customer satisfaction, escalation outcomes, team engagement, retention, quality audits, RCA closure, automation adoption, efficiency, and improvement delivery.
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