IT Service Director

Accountabilities

• IT Support and Service Delivery: Oversee daily IT support operations across the national hospital network, monitor service performance, manage ticket queues and escalations, and ensure timely issue resolution and consistent support standards.

• MSP Vendor Management: Serve as the primary operational contact for the managed service provider, track performance against service-level expectations, review recurring issues and escalations, and coordinate onboarding, knowledge transfer, and service enhancements.

• Customer Experience: Advocate for hospital teams and corporate users, build strong relationships with Practice Managers, Regional Directors, Regional Managers, and corporate stakeholders, and proactively address recurring support challenges.

• Reporting and Analytics: Develop and maintain operational reporting programs, producing monthly, quarterly, and annual reports covering ticket volumes, response and resolution times, escalations, customer satisfaction (CSAT), after-hours activity, hospital support trends, and vendor performance.

• Continuous Improvement: Use performance data and customer feedback to recommend improvements to service quality, support processes, communication, and operational efficiency.

• Microsoft 365 Administration: Help administer Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint Online, licensing, Conditional Access policies, user provisioning and deprovisioning, and security and compliance settings.

• Technical Leadership: Remain actively involved in troubleshooting and complex technical escalations, support infrastructure, endpoint management, networking, and cloud technologies, and collaborate with systems administrators and MSP engineering teams.

• Documentation and Strategic Initiatives: Maintain operational documentation, technical standards, and technology inventories while contributing to technology implementations, upgrades, and strategic initiatives.

• Performance and Accountability: Drive measurable results in customer satisfaction, ticket resolution, first-response performance, escalation management, vendor effectiveness, hospital feedback, reporting accuracy, and successful execution of the co-managed IT model.

Requirements:

• Education: Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, IT Management, Computer Science, or a related field.

• Technical Experience: At least five years of hands-on experience in IT support, systems administration, help desk operations, or technical operations.

• Microsoft 365 Expertise: Advanced administration experience with Microsoft 365, Entra ID, Intune, Exchange Online, Microsoft Teams, SharePoint Online, endpoint management, and identity and access management.

• Distributed IT Environments: Experience supporting multi-site organizations, with the ability to coordinate technology support across multiple locations and user groups.

• Customer Service and Communication: Strong customer service, relationship management, written and verbal communication, troubleshooting, analytical, and problem-solving skills.

• Reporting and Performance Management: Experience creating operational reports, dashboards, and performance metrics to evaluate service quality and support data-driven decisions.

• Remote Work and Travel: Ability to work independently in a fully remote environment and travel periodically as business needs require.

• Leadership Experience: IT management, service delivery management, or team leadership experience is preferred.

• MSP and Vendor Management: Experience working in a co-managed IT or MSP-supported environment and managing external service providers is an advantage.

• Industry Experience: Experience in veterinary care, healthcare, dental, retail, hospitality, or another distributed, multi-site industry is preferred.

• Tools and Platforms: Familiarity with ServiceNow, ConnectWise, NinjaOne, Huntress, Auvik, and Microsoft Defender is beneficial.

• Certifications and Scale: ITIL Foundation certification or equivalent service management experience is preferred, as is experience supporting more than 1,000 users across multiple locations.

Benefits:

• Competitive compensation package.

• Bonus opportunity.

• Health benefits.

• Paid time off.

• Professional development opportunities.

• Fully remote work within the United States.

• Periodic travel for hospital visits, vendor engagements, and strategic initiatives.

• Opportunity to shape IT service delivery and improve technology support across a rapidly growing network of veterinary hospitals.

• Equal opportunity employment in a drug-free, smoke-free workplace.