Service Desk Manager

• Unparalleled opportunities for personal and professional development.
• Industry-leading benefits in a culture where your well-being comes first.
• The chance to apply your expertise to support the future of veterinary care on a national scale.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop the Tier 1 and Tier 2 User Services teams.
• Define team structure, roles, and career paths to support a 7-day operational model.
• Foster a culture of accountability, empathy, and continuous improvement.
• Partner with HR and IT leadership to attract and retain top technical talent.

Operational Excellence

• Oversee all user support operations, including ticket management, escalations, and service level compliance.
• Own the major incident management process, serving as the primary coordinator for response, communication, and resolution of high-impact outages or service disruptions.
• Ensure clear communication, rapid mobilization, and structured post-incident reviews for continuous improvement.
• Establish and monitor KPIs such as response time, resolution rate, customer satisfaction, and SLA performance.
• Standardize procedures for incident, request, and problem management.
• Manage shift coverage, on-call rotations, and resource allocation to ensure service continuity.

User Experience & Communication

• Champion a “user-first” support philosophy that emphasizes proactive engagement and clear communication.
• Serve as the senior escalation point for high-impact incidents and executive-level support.
• Communicate service updates, known issues, and improvement initiatives to the organization.

Process & Continuous Improvement

• Drive automation and self-service initiatives to reduce ticket volume and increase efficiency.
• Collaborate with Infrastructure, Applications, and Security teams to streamline cross-functional support.
• Implement feedback loops to continuously refine user experience and support processes.
• Regularly report performance metrics and insights to IT and business leadership.

Technology & Governance

• Administer and optimize ITSM platforms (e.g., Freshservice, ServiceNow).
• Maintain an accurate and up-to-date knowledge base and service catalog.
• Support the implementation of ITIL-based processes and frameworks for service delivery.
• Ensure compliance with organizational policies, security standards, and audit requirements.

Qualifications

Required:

• 7+ years of experience in IT support or service delivery, including at least 3 years in a leadership role.
• Strong understanding of end-user computing environments (Windows, macOS, Office 365, Google Workspace, MDM, etc.).
• Proven experience managing multi-tier service desk operations.
• Excellent leadership, communication, and analytical skills.
• Demonstrated ability to implement ITSM tools, SLAs, and process improvements.

Preferred:

• ITIL Foundation certification or equivalent.
• Experience managing support for distributed or multi-location organizations.
• Background in healthcare, veterinary, or 24/7 service operations.

Key Metrics

• SLA attainment and response time
• Ticket backlog reduction and first contact resolution rate
• End-user satisfaction (CSAT/NPS)
• Staff development, retention, and engagement