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.
Job Title: Escalation Management Specialist – Help Desk Services
Location: Bangalore, India
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. 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, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
WHAT WE ARE LOOKING FOR:
Kaseya is seeking a dedicated Escalation Management professional who is passionate about customer satisfaction and innovation. In this role, you will play a crucial part in reshaping how we enhance help desk efficiency and foster self-service engagement through effective escalation management practices. The position’s responsibility includes creating, implementing, and maintaining efficient practices for escalations, ensuring speed in delivery and accuracy across Kaseya Help Desk. The goal is to maximize the strategic value of this position to drive impact for our agents and partners.
Required Skills: The Escalation Management Specialist commands rigorous incident-governance discipline rooted in ITIL, orchestrating the precise handoff of tickets while forecasting and preventing SLO breaches. Proficiency in advanced troubleshooting across operating systems, and foundational root-cause analysis techniques that eradicate repeat failures. The role demands acute data-analytics acumen to parse MTTR, backlog aging, and escalation ratios, converting insight into lean process improvements that compress cycle time and eliminate waste. This role will help curate knowledge articles from unresolved cases to elevate first-contact resolution. Working with escalation incidents, they establish command structures, lead collaboration efforts, and enforce safeguards that maintain service level objectives while reducing escalation rates. This role will help coach agents to sharpen diagnostic precision, coordinate with supervisors for agent training opportunities, and distill complex technical information into concise escalation reasons that improve MPS relations and fortify service delivery.
This position is 100% in-office at our brand-new location in Bangalore India.
WHAT YOU’LL DO:
We are seeking a highly skilled and motivated Escalation Management professional to join our dynamic team. As the Escalation Management Specialist, you will play a crucial role in overseeing and coordinating the Kaseya Help Desk incident management and routing compliance. The ideal candidate should have a deep understanding of Escalation Management best practices, ITIL, and exceptional critical thinking skills. This role demands a passion for delivering against calibrated objectives and metric attainment. Thie role will curate and update knowledge articles derived from resolved escalations, raising first-contact resolution and reducing repeat misroutes at the L1/L2 Desk.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Incident-Escalation Governance - Enforces and refines the formal pathways by which tickets flow from L1/L2 to MSP’s, eliminating ambiguity and delay.
• Advanced Technical Troubleshooting - Technically capable to rapidly identify faults across end-user incidents for in-scope and out-of-scope items and correct misroutes.
• ITIL Proficient (Incident & Service Request) - Applies framework discipline to keep escalations controlled, auditable, and tied to service-improvement loops.
• Root-Cause Analysis Methods - Executes fault-tree techniques to eradicate recurring defects.
• SLO Management - Monitors contractual targets, predicts breaches, and drives restorative action before penalties trigger.
• Stakeholder Communication - Conveys status, impact, and recovery paths succinctly to operations leadership, MSP’s, and SDM teams under time pressure.
• Knowledge-Base Assistance - Assists in identification of knowledgebase gaps escalations into misroutes and lower first-contact resolution rates.
• Queue Management Optimization - Balances priority, capacity, and skill to prevent bottlenecks and orphaned tickets.
• Cross-Functional Collaboration - Orchestrates efforts between Help Desk, Knowledge Management, Queue Management, and Service Delivery teams.
• Risk Assessment & Mitigation - Anticipates customer, compliance, and operational exposure introduced by delayed or mishandled escalations.
• Security & Compliance Awareness - Ensures escalations respect access controls, data-handling rules, and audit requirements at the Kaseya Help Desk.
WHAT YOU’LL BRING:
• Proven experience in escalation management or related field.
• Strong understanding of customer-centric practices and their application in escalation management.
• Ability to innovate and drive improvements in escalation/Incident routing capabilities.
• Excellent communication and collaboration skills.
• Proven experience in ITIL based best practices for ITSM
• Certified ITIL Professional / HDI Incident Manager Professional
• Deep Understanding of Incident Management
• Strong understanding of help desk operations, processes, and data analysis techniques.
• Excellent organizational and strategic planning skills.
• Ability to collaborate with cross-functional teams.
• Strong communication and content creation skills.
• Detail-oriented with a focus on accuracy and completeness of information.
• 5 years related experience
• Previous incident or escalaiton management experience
• Bachelor’s degree in related field; and five (5) years’ work experience in a similar field
• Experience in a Managed Services Provider (MSP) environment is a huge plus!
YOUR REWARD:
Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion in an exciting career in tech!
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.
