it support manager

<div>
 
 
 CANDIDATE PROFILE &amp; CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL
 
 
 
 
 Skills
 
 
 <ul>
 <li>
 Primary escalation point for customer concerns and issues, resolving them promptly to maintain customer satisfaction and trust.
 </li>
 <li>
 Conducting monthly/quarterly service review meetings with customers, providing insights into service performance, discussing improvement opportunities, and fostering transparent communication; preparing monthly/quarterly managed services reports, highlighting key achievements.
 </li>
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 Required functional experience of handling Installation, Implementation Maintenance and troubleshooting, server administration, Vendor Management backup and disaster recovery POS software. Operations, ensuring uninterrupted operations.
 </li>
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 Collaborate with IT teams to support business operations and projects.
 </li>
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 Maintain documentation and update system records.
 </li>
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 Respond to client requests based on contractual conditions
 </li>
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 Follow established ITIL processes for managing incidents, tasks and requests for changes
 </li>
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 Ensure the development and update of procedures and operational documentation
 </li>
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 Implement solutions, modifications, installations and maintenance tasks when required
 </li>
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 Perform any other tasks as requested by the management team
 </li>
 <li>
 New development and implementation of business continuity plans and disaster recovery protocols for the organization, which included conducting IT audits.
 </li>
 <li>
 Maintaining relationships with technology vendors and service providers (includes negotiating contracts reviewing performance, making recommendations for vendor selection or changes etc.
 </li>
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 Managing the IT budget allocating resources for projects an operational need.
 </li>
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 Balancing the allocation of funds to support current operations, ongoing maintenance and strategic initiatives.
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Evaluating costs and seeking opportunities to optimize spending (ongoing task!)
 </li>
 <li>
 Setting and monitoring Service Level Agreements (SLAs) for IT support to ensure timely response and issue resolution and maintain high service availability.
 </li>
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 Oversaw the
 
 IT Asset Management (ITAM)
 
 and Computer Replacement program to ensure appropriatereplacement cycles Establishes a project plan that includes a schedule, budget, and communications plan withtasks and resources.
 </li>
 <li>
 Meeting and improving established service delivery
 
 SLA&rsquo;s
 
 </li>
 </ul>
 
 
 
 
 
 
 
 
 JOB - ROLE &amp; RESPONSIBILITIES
 
 
 
 Role, Duties and Responsibilities
 
 
 
 
 
 
 Mac Device Management:
 
 
 <ul>
 <li>
 Administer and support Mac devices within the Intune framework, ensuring compatibility and efficient management.
 </li>
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 Configure and deploy software packages, updates, and security policies specific to Mac environments.
 </li>
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 Monitor and manage device compliance, encryption, and endpoint protection for Mac devices.
 </li>
 <li>
 
 Technical Support and Troubleshooting:
 
 </li>
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 Provide L2 support for complex technical issues related to Intune and Mac devices, ensuring timely resolution.
 </li>
 <li>
 Collaborate with cross-functional teams to diagnose and resolve system issues.
 </li>
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 Stay up to date with the latest Intune and MacOS updates, ensuring systems are patched and secure.
 </li>
 <li>
 
 Documentation and Training:
 
 </li>
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 Maintain comprehensive documentation for all processes, scripts, and configurations.
 </li>
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 Provide training and guidance to L1 and L2 support teams on Intune and Mac device management.
 </li>
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 Contribute to the development of best practices and standard operating procedures.
 </li>
 </ul>
 
 
</div>

IT Support Manager

Accor Group

Job Title Assistant IT Manager - Hospitality Technology Support Job Description Assistant IT Manager - Hospitality Technology Support Position Overview We are hiring an Assistant IT Manager for our Accor Dubai location to support our growing hospitality technology ecosystem. This role will support the daily management of IT systems, network infrastructure, and digital operations for a high-volume hotel environment. As an Assistant IT Manager, you will play a vital role in implementing secure, scalable, and efficient tech solutions to ensure excellent guest experiences and operational continuity. Employment Overview Job Location: Dubai, United Arab Emirates Industry: Hospitality Function: Information Technology (IT) Gender: Any Candidate Nationality: Any Candidate Current Location: Any Job Type: Full Time Core Duties * Assist the IT Manager in managing all hotel technology infrastructure, including servers, Wi-Fi systems, POS, and reservation platforms * Implement and oversee IT security policies, backups, and disaster recovery protocols * Support and troubleshoot hardware and software systems for multiple departments * Liaise with third-party vendors for procurement, support contracts, and system upgrades * Monitor hotel network stability, system uptime, and ensure compliance with cybersecurity standards * Lead minor IT projects, prepare documentation, and assist with larger IT rollouts across departments * Train users on new technology tools and ensure basic IT awareness across departments * Participate in shift-based support coverage and ensure quick turnaround for help desk tickets * Maintain IT asset records and assist in planning the department's technology roadmap Candidate Requirements * Bachelor s degree in Information Technology, Computer Science, or related discipline * 3 to 5 years of hands-on experience in hospitality IT or hotel system administration * Sound understanding of networking, system security, property management systems (PMS), and point-of-sale (POS) integration * Excellent troubleshooting, communication, and coordination skills * Demonstrated ability to manage priorities under pressure in a 24/7 operation * Familiarity with Microsoft environments, virtualization, and cloud solutions * Flexible to work weekends or holidays when critical systems require support or upgrade

Assistant IT Manager

Anantara Hotels & Resorts

<div>
 
 Company Description
 
 
 
 A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world&rsquo;s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.
 
 
 Banana Island Resort Doha by Anantara is a crescent of golden beach and over water villas just off the coast of downtown Doha. Accessible by private catamaran, escape for family adventures, ocean thrills or serene spa bliss.
 
 
 Enjoy an alcohol-free atmosphere with the little ones as you surf, dive, golf, bowl or cinema. Race across lagoon waters with a host of motorised water sports. Unwind in the Middle East&rsquo;s only wellness centre in a resort setting, spread across lush botanical gardens.
 
 
 
 Job Description
 
 
 
 The Assistant IT Manager supports the IT Manager in overseeing all hotel technology operations, ensuring the reliability, security, and efficiency of infrastructure, systems, and guest-facing technologies. This role plays a key part in maintaining smooth hotel operations, enhancing guest experiences, and upholding cybersecurity and data compliance. The Assistant IT Manager also collaborates with internal departments, manages support tasks, and helps implement the hotel&rsquo;s IT strategy in line with business goals.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Assist in the planning, implementation, and maintenance of the hotel&rsquo;s IT infrastructure, including networks, servers, hardware, and software systems.
 </li>
 <li>
 Support critical hotel systems such as:
 </li>
 <ul>
 <li>
 Property Management System (e.g., Opera)
 </li>
 <li>
 Point of Sale systems (e.g., MICROS)
 </li>
 <li>
 Key card access systems
 </li>
 <li>
 IP telephony and voicemail
 </li>
 <li>
 CCTV and surveillance
 </li>
 <li>
 Guest Wi-Fi and HSIA platforms
 </li>
 </ul>
 <li>
 Enforce cybersecurity protocols, ensuring regular data backups and that disaster recovery plans are tested and maintained.
 </li>
 <li>
 Provide day-to-day IT support across all departments, troubleshooting issues to minimize downtime and optimize productivity.
 </li>
 <li>
 Liaise with external IT vendors, service providers, and corporate IT teams to coordinate support and system upgrades.
 </li>
 <li>
 Train staff on IT systems usage, cybersecurity awareness, and adherence to IT policies and procedures.
 </li>
 <li>
 Assist with IT budgeting, procurement processes, and maintenance of accurate asset inventories.
 </li>
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 Research and recommend technology solutions to improve operational efficiency and enhance the guest experience.
 </li>
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 Ensure compliance with local data protection laws, industry regulations, and internal IT standards.
 </li>
 <li>
 Participate in a 24/7 support rotation or on-call schedule for critical system issues and emergencies.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Qualifications:
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.
 </li>
 <li>
 3&ndash;5+ years of experience in IT management, preferably in hospitality.
 </li>
 <li>
 Strong knowledge of hospitality software systems (e.g., Opera PMS, MICROS POS, key card systems).
 </li>
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 Proven experience managing networks, servers, Windows environments, and cloud services.
 </li>
 <li>
 Solid understanding of cybersecurity, data protection laws, and disaster recovery planning.
 </li>
 <li>
 Strong leadership, communication, and project management skills.
 </li>
 <li>
 Ability to manage vendors, budgets, and strategic IT initiatives.
 </li>
 </ul>
</div>

Anantara

<div>Company Description 
A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world&rsquo;s most exciting destinations. From pristine islands and tropical beaches to cosmopolitan cities, tranquil deserts and lush jungles, Anantara welcomes guests for journeys rich in discovery.
Banana Island Resort Doha by Anantara is a crescent of golden beach and over water villas just off the coast of downtown Doha. Accessible by private catamaran, escape for family adventures, ocean thrills or serene spa bliss.
Enjoy an alcohol-free atmosphere with the little ones as you surf, dive, golf, bowl or cinema. Race across lagoon waters with a host of motorised water sports. Unwind in the Middle East&rsquo;s only wellness centre in a resort setting, spread across lush botanical gardens. 
Job Description 
The Assistant IT Manager supports the IT Manager in overseeing all hotel technology operations, ensuring the reliability, security, and efficiency of infrastructure, systems, and guest-facing technologies. This role plays a key part in maintaining smooth hotel operations, enhancing guest experiences, and upholding cybersecurity and data compliance. The Assistant IT Manager also collaborates with internal departments, manages support tasks, and helps implement the hotel&rsquo;s IT strategy in line with business goals.
Key Responsibilities:<ul><li>
Assist in the planning, implementation, and maintenance of the hotel&rsquo;s IT infrastructure, including networks, servers, hardware, and software systems.</li><li>
Support critical hotel systems such as:<ul><li>
Property Management System (e.g., Opera)</li><li>
Point of Sale systems (e.g., MICROS)</li><li>
Key card access systems</li><li>
IP telephony and voicemail</li><li>
CCTV and surveillance</li><li>
Guest Wi-Fi and HSIA platforms</li></ul></li><li>
Enforce cybersecurity protocols, ensuring regular data backups and that disaster recovery plans are tested and maintained.</li><li>
Provide day-to-day IT support across all departments, troubleshooting issues to minimize downtime and optimize productivity.</li><li>
Liaise with external IT vendors, service providers, and corporate IT teams to coordinate support and system upgrades.</li><li>
Train staff on IT systems usage, cybersecurity awareness, and adherence to IT policies and procedures.</li><li>
Assist with IT budgeting, procurement processes, and maintenance of accurate asset inventories.</li><li>
Research and recommend technology solutions to improve operational efficiency and enhance the guest experience.</li><li>
Ensure compliance with local data protection laws, industry regulations, and internal IT standards.</li><li>
Participate in a 24/7 support rotation or on-call schedule for critical system issues and emergencies.</li></ul> 
Qualifications 
Qualifications:<ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a related field.</li><li>
3&ndash;5+ years of experience in IT management, preferably in hospitality.</li><li>
Strong knowledge of hospitality software systems (e.g., Opera PMS, MICROS POS, key card systems).</li><li>
Proven experience managing networks, servers, Windows environments, and cloud services.</li><li>
Solid understanding of cybersecurity, data protection laws, and disaster recovery planning.</li><li>
Strong leadership, communication, and project management skills.</li><li>
Ability to manage vendors, budgets, and strategic IT initiatives.</li></ul></div>

ICE Consulting - Managed IT & Cybersecurity for Life Sciences

<div>
 
 Job Summary:
 
 
 
 The Ticket Queue Manager is responsible for overseeing the flow, prioritization, and timely resolution of support tickets across all technical support channels. This role ensures efficient workload distribution, adherence to service level agreements (SLAs), and continuous improvement in customer satisfaction and team performance. The Ticket Queue Manager acts as the gatekeeper for the ticketing system, ensuring that issues are categorized, assigned, escalated, and resolved according to defined ITSM processes.
 
 
 
 Key Responsibilities:
 
 
 
 <ul>
 <li>
 Monitor and manage the daily queue of incoming IT support tickets to ensure SLAs and response time targets are met
 </li>
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 Monitor ticket dashboard and ensure that tickets are resolved within agreed-upon SLAs and take corrective actions when SLAs are at risk
 </li>
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 Track aging tickets and proactively drive follow-ups, escalations, or reassignments as needed
 </li>
 <li>
 Collaborate with technical teams and management to resolve high-priority or aging incidents
 </li>
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 Perform daily, weekly, and monthly ticket audits to ensure quality, consistency, and process compliance
 </li>
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 Communicate trends or recurring issues to leadership to aid in root cause analysis and problem management
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 Generate reports on ticket volumes, response times, resolution rates, and other key metrics
 </li>
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 Serve as a point of contact during major incident triage for ticket coordination and updates
 </li>
 <li>
 Coordinate with other support teams, technical resources, and stakeholders to ensure timely resolution of tickets and maintain customer satisfaction
 
 
 </li>
 </ul>
 Prepare regular reports on incident, change, and problem tickets, including analysis of trends, performance, and areas for improvement
 
 
 
 Requirements
 
 
 
 
 Qualifications:
 
 
 
 <ul>
 <li>
 5+ years of experience in a service desk, IT support, or IT operations environment
 </li>
 <li>
 Strong familiarity with ITSM tools (e.g., ConnectWise)
 </li>
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 Working knowledge of ITIL processes, especially Incident, Request, and Problem Management
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 Knowledge of IT infrastructure, software, and hardware.
 </li>
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 Ability to analyze data, identify trends, and recommend process improvements.
 </li>
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 Strong problem-solving and analytical skills.
 </li>
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 Ability to work independently and as part of a team in a fast-paced environment
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 Experience in workload management, reporting, and SLA governance
 </li>
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 Excellent communication, coordination, and conflict-resolution skills
 </li>
 <li>
 Analytical mindset with attention to detail and a sense of urgency
 </li>
 <li>
 ITIL Foundation certification preferred
 </li>
 </ul>
</div>

Ticket Queue Manager/Ticket QA Manager

Zones IT Solutions

<div>
 
 Description
 
 
 
 Company Overview:
 
 
 When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there&rsquo;s really only one: Zones &ndash; First Choice for IT.TM
 
 
 Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud &amp; Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.
 
 
 
 Position Overview
 
 
 
 The Field Dispatch Queue Manager will oversee all field service requests, incidents, and problems while managing support operations and scheduling. This position ensures adherence to service-level agreements (SLAs) by coordinating with internal teams and subcontractors, developing ticket escalation processes, and performing quality assurance checks. This role also includes managing and training Field Technicians, maintaining documentation, and ensuring support efficiency.
 
 
 What you&rsquo;ll do as the Field Dispatch Queue Manager:
 
 
 Employees employed in the role of Field Dispatch Queue Manager shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.
 
 
 The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
 
 <ul>
 <li>
 Oversee all requests, incidents, and problems.
 </li>
 <li>
 Manage and coordinate urgent and complicated support issues.
 </li>
 <li>
 Act as escalation point for all requests and incidents.
 </li>
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 Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization.
 </li>
 <li>
 Assist in determining root cause of issues and communicate appropriately to internal and external customers and team members.
 </li>
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 Manage scheduling of Field Technicians to meet customer SLA requirements.
 </li>
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 Provide onboarding, training, and support for Field Technicians.
 </li>
 <li>
 Perform staff scheduling to ensure support coverage during all shift hours and on-call periods as required.
 </li>
 <li>
 Perform quality assurance checks and team assessments to ensure:
 </li>
 <li>
 Performance of the complete scope of services as outlined in the SOW.
 </li>
 <li>
 Provide data and reporting of SLAs, KPIs and trends on a weekly, monthly, and quarterly basis.
 </li>
 <li>
 Oversee metrics to develop strategies for continuous improvement.
 </li>
 <li>
 Be available for all escalations and questions as a dedicated technical support resource.
 </li>
 <li>
 Route and manage subcontractor work orders.
 </li>
 <li>
 Work within proprietary systems to track, manage, and communicate work status.
 </li>
 <li>
 Collect and validate appropriate deliverables upon completion for delivery to project manager.
 </li>
 <li>
 Oversee a team of Coordinators to manage performance and efficiency.
 </li>
 <li>
 Train incoming team members on all systems and platforms.
 </li>
 <li>
 Build internal training manuals specific to customer needs.
 </li>
 <li>
 Ensure policies, processes and procedures are documented and in place for support team reference.
 
 
 </li>
 </ul>
 
 What You Will Bring To The Team
 
 
 
 The following are the experience and key skills required for the position:
 
 
 
 Mandatory
 
 
 
 <ul>
 <li>
 5+ years&rsquo; experience with PC systems, related peripherals, common software programs, and Operating Systems.
 </li>
 <li>
 Previous experience in leading a team of support desk professionals with a focus on efficiency and documented success.
 </li>
 <li>
 Strong interpersonal and customer service skills.
 </li>
 <li>
 Ability to communicate internally and externally on all levels and through all mediums.
 </li>
 <li>
 Ability to effectively prioritize and execute tasks in a high-pressure environment.
 </li>
 <li>
 Ability to work and adapt to change in a fast-paced environment.
 </li>
 <li>
 Excellent written and verbal communication skills.
 
 
 </li>
 </ul>
 
 Desired
 
 
 
 <ul>
 <li>
 Experience with Service Desk tool suites.
 </li>
 <li>
 Concepts of networking fundamentals.
 </li>
 <li>
 Experience with ServiceNow.
 </li>
 <li>
 Resource supervisory experience.
 
 
 </li>
 </ul>
 Zones offers a comprehensive Benefits package
 
 
 At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, and retirement benefits in line with Company policy. Employees also enjoy additional perks such as the Voluntary Pension Scheme, EOBI, complimentary meals, and access to our in-house gym.
 
 
 We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.
 
 
 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
 
 
 Job Timings: 8:00 PM to 5:00 AM (Pk time) and it&rsquo;s a rotational shift position.
</div>

Field Dispatch Queue Manager

Mission Pet Health

<div>About This Location:
<div>Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine&mdash;from Finance and HR to IT and Marketing&mdash;so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families. 
 
We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values: 
 
Work Together, Amaze, and Grow. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024. 
 
What&rsquo;s in it for you at our Home Office? 
When you join our team, you&rsquo;re not just starting a job; you&rsquo;re building a career with a tangible, lasting impact. You can expect:</div><ul><li>
Unparalleled opportunities for personal and professional development.</li><li>
Industry-leading benefits in a culture where your well-being comes first.</li><li>
The chance to apply your expertise to support the future of veterinary care on a national scale.</li></ul><div>
We&rsquo;re on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we&rsquo;d love for you to be a part of it!</div>
Overview:
<div>
The Service Desk Manager leads the team responsible for delivering exceptional technology support and user experience across Mission Pet Health. Overseeing both Tier 1 and Tier 2 service desk operations, this role ensures consistent, high-quality support for all employees, clinics, and business units.</div><div></div><div> 
This leader will drive operational excellence, manage day-to-day service delivery, and implement scalable processes that enable efficient, proactive support. The Service Desk Manager will also play a key role in IT strategy &mdash; aligning service delivery, tools, and user experience with organizational goals.</div>
Responsibilities / Qualifications:

Key Responsibilities
Leadership &amp; Team Management<ul><li>
Lead, coach, and develop the Tier 1 and Tier 2 User Services teams.</li><li>
Define team structure, roles, and career paths to support a 7-day operational model.</li><li>
Foster a culture of accountability, empathy, and continuous improvement.</li><li>
Partner with HR and IT leadership to attract and retain top technical talent.</li></ul>
Operational Excellence<ul><li>
Oversee all user support operations, including ticket management, escalations, and service level compliance.</li><li>
Own the major incident management process, serving as the primary coordinator for response, communication, and resolution of high-impact outages or service disruptions.</li><li>
Ensure clear communication, rapid mobilization, and structured post-incident reviews for continuous improvement.</li><li>
Establish and monitor KPIs such as response time, resolution rate, customer satisfaction, and SLA performance.</li><li>
Standardize procedures for incident, request, and problem management.</li><li>
Manage shift coverage, on-call rotations, and resource allocation to ensure service continuity.</li></ul>
User Experience &amp; Communication<ul><li>
Champion a &ldquo;user-first&rdquo; support philosophy that emphasizes proactive engagement and clear communication.</li><li>
Serve as the senior escalation point for high-impact incidents and executive-level support.</li><li>
Communicate service updates, known issues, and improvement initiatives to the organization.</li></ul>
Process &amp; Continuous Improvement<ul><li>
Drive automation and self-service initiatives to reduce ticket volume and increase efficiency.</li><li>
Collaborate with Infrastructure, Applications, and Security teams to streamline cross-functional support.</li><li>
Implement feedback loops to continuously refine user experience and support processes.</li><li>
Regularly report performance metrics and insights to IT and business leadership.</li></ul>
Technology &amp; Governance<ul><li>
Administer and optimize ITSM platforms (e.g., Freshservice, ServiceNow).</li><li>
Maintain an accurate and up-to-date knowledge base and service catalog.</li><li>
Support the implementation of ITIL-based processes and frameworks for service delivery.</li><li>
Ensure compliance with organizational policies, security standards, and audit requirements.</li></ul>
Qualifications
Required:<ul><li>
7+ years of experience in IT support or service delivery, including at least 3 years in a leadership role.</li><li>
Strong understanding of end-user computing environments (Windows, macOS, Office 365, Google Workspace, MDM, etc.).</li><li>
Proven experience managing multi-tier service desk operations.</li><li>
Excellent leadership, communication, and analytical skills.</li><li>
Demonstrated ability to implement ITSM tools, SLAs, and process improvements.</li></ul>
Preferred:<ul><li>
ITIL Foundation certification or equivalent.</li><li>
Experience managing support for distributed or multi-location organizations.</li><li>
Background in healthcare, veterinary, or 24/7 service operations.</li></ul>
Key Metrics<ul><li>
SLA attainment and response time</li><li>
Ticket backlog reduction and first contact resolution rate</li><li>
End-user satisfaction (CSAT/NPS)</li><li>
Staff development, retention, and engagement</li></ul> 
<div></div>
Benefits:
<div>Benefits</div><div>
Work with an organization recognized as #2 in Healthcare by Newsweek&rsquo;s Most Loved Workplaces in 2025.</div><div><ul><li>
Online discount platform</li><li>
Collaborative team of people who live out our WAG values (work together, amaze, grow)</li><li>
Competitive salary</li><li>
Health, dental + vision insurance</li><li>
Maternity+Paternity Benefits</li><li>
401K with a company match</li><li>
Life insurance, short-term disability, and telemedicine</li><li>
Upward mobility and growth opportunities</li><li>
Generous paid time off and company-wide holidays</li><li>
Discounted veterinary care for your four-legged family members</li><li>
An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide</li></ul></div></div>

Service Desk Manager

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