Job Description
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.
Senior Director, Infrastructure NOC, Monitoring & Helpdesk
Position Overview
The Senior Director of Infrastructure NOC, Monitoring & IT Helpdesk leads global 24x7 operations, enterprise monitoring, Active Directory architecture, and Tier 1/Tier 2 incident response. This role is accountable for infrastructure reliability, identity governance, SLA performance, and end-user service delivery across cloud, data center, and hybrid environments.
The ideal candidate has experience scaling NOC and Helpdesk teams in high-growth environments, building resilient identity architecture, and driving measurable operational improvement.
Key Responsibilities
Global NOC & Operations
Lead a global NOC responsible for continuous monitoring of network, cloud, data center, and identity systems.
Own uptime and SLA performance (99.9%+ availability) for critical services.
Establish alerting, escalation, and Major Incident Management processes.
Reduce MTTR through automation, runbooks, and post-incident reviews.
Active Directory & Identity Operations
Own enterprise Active Directory architecture including forest/domain design, OU structure, replication, site design, and trusts.
Oversee domain controller lifecycle management ensuring availability and disaster recovery readiness.
Govern Group Policy, identity standards, and security baselines.
Lead identity lifecycle management including provisioning, RBAC, and privileged access controls.
Ensure hybrid identity integration with Azure AD/Entra ID, SSO, and federation platforms.
Maintain AD health through monitoring, patching, replication validation, backup testing, and auditing.
Monitoring & Incident Management
Implement and optimize monitoring platforms across infrastructure and identity systems.
Improve alert quality through tuning and proactive detection.
Lead Tier 1 triage and Tier 2 escalation.
Oversee Root Cause Analysis and corrective action tracking.
Integrate monitoring with ITSM tools for automated ticketing.
Helpdesk & End-User Services
Direct global IT Helpdesk operations.
Build scalable Tier 1 and Tier 2 models with defined SLAs and KPIs.
Oversee identity-related support including MFA and access governance.
Streamline onboarding/offboarding, endpoint provisioning, and SaaS administration.
Deploy knowledge management to improve first-call resolution.
Infrastructure & Cloud Operations
Oversee network infrastructure, AWS and GCP environments, enterprise SaaS, and endpoints.
Lead hybrid integrations and data center operations.
Ensure Business Continuity and Disaster Recovery readiness.
Align operations with security tooling including SIEM and EDR.
Service Management & Governance
Establish ITSM disciplines including incident, problem, change, configuration, and access management.
Track KPIs including MTTR, SLA adherence, ticket metrics, and AD health.
Manage vendors, contracts, and operational budgets.
Partner cross-functionally to align service delivery with business priorities.
Compliance & Risk
Ensure alignment with SOX, GDPR, SOC 2, PCI, NYDFS, and NIST CSF requirements.
Maintain documented infrastructure and identity controls for audits.
Qualifications
15+ years of IT infrastructure, NOC, or service delivery leadership.
8+ years leading global NOC or Helpdesk teams.
Deep expertise in Active Directory and hybrid identity design.
Proven record delivering 99.9%+ uptime in mission-critical environments.
Experience with AWS, GCP, ITSM, and enterprise monitoring tools.
Strong vendor and budget management experience.
Preferred: CISSP, Microsoft identity certification, ITIL, and cloud certifications. Bachelor’s degree in Business, Information Systems, or related field.
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.
