Director, HRBP

Kaseya Careers•Miami, FL

About The Position

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. About This Role This is an opportunity to join Kaseya and directly influence service quality, execution discipline, and customer experience, with a clear line of sight to revenue impact and brand reputation. In this role, you will help shape how Kaseya scales Customer Support and Professional Services globally, building the talent, operating rigor, and leadership capability required to support growth without burning out teams or customers. This is a high-visibility, high-impact role for a business-savvy HRBP who thrives in fast-paced tech organizations where customer outcomes, speed, and operational discipline matter.

Requirements

7+ years of HR Business Partner experience, including 5+ years supporting high-growth technology companies (B2B SaaS strongly preferred)
Proven track record advising senior leaders on talent strategy, org design, and workforce planning in operational, customer-facing environments
Ability to thrive in fast-moving, metrics-driven organizations with competing priorities while maintaining team stability and execution
Strong understanding of Customer Support and Professional Services operating models, including SLAs, escalations, capacity planning, and global delivery
Comfort making decisions with incomplete or imperfect information and bringing structure to complex, ambiguous situations
Experience using people analytics to inform workforce planning, attrition risk, leader effectiveness, and operational performance
Exceptional ability to drive outcomes through senior Support, Services, and GTM leaders, influencing without direct authority

Responsibilities

Partner with Customer Support and Services leadership to align org design, capacity planning, and talent strategy with customer demand, service levels, and growth plans
Guide senior leaders through workforce planning, succession, and organizational effectiveness, balancing cost, capacity, and experience
Build credibility with Support and Services leaders by demonstrating fluency in support operating models, SLA-driven environments, escalations, and global delivery structures
Drive performance operating rhythms aligned to support and services metrics (SLA, CSAT, productivity, quality, attrition)
Coach leaders on accountability, feedback, performance management, and people leadership in high-volume, customer-facing environments
Lead talent development and succession planning for frontline leaders, managers, and critical support/services roles
Define and track success through clear people and performance KPIs in partnership with analytics teams (e.g., attrition, engagement, leader effectiveness)
Act as a change leader, shaping and delivering communication strategies during operational shifts, tooling changes, and scale events
Support team integrations, org transformations, and leadership transitions within the Support and Services organization
Shape engagement strategies tailored to customer-facing talent, including career progression, skill development, recognition, and burnout mitigation
Navigate rapid priority shifts while helping leaders maintain focus, morale, and execution discipline
Reinforce a high-performance, customer-centric culture rooted in accountability, consistency, and continuous improvement
Partner with the Total Rewards COE to benchmark support and services roles globally and ensure internal equity across regions and tiers
Support differentiated rewards and recognition tied to performance, quality, customer impact, and operational results