Mission Pet Health is seeking a Service Desk Manager for our IT Team! The ideal candidate is a team player with excellent communication skills, highly energetic, with a love of technology and proven leadership.
This position is responsible for overseeing Service Desk support for our diverse customer base (primarily remote/by phone, with occasional on-site visits). Reporting to senior IT management, the role includes providing internal team support and mentorship, as well as hands-on support and relationship management for our customers.
To succeed in this role, you should have experience with:
- Maintaining large-scale computer systems
- Creating and maintaining servers (virtual and/or physical)
- Working with networking systems
- Troubleshooting complex technical issues
Responsibilities
- Work with senior management to adapt, create, and lead continuous improvement programs within the team
- Maintain ongoing customer relationships
- Manage and mentor a team of Service Desk Technicians & Systems Administrators
- Create, manage, and maintain reports (internal and customer requested)
- Monitor and assign tickets to the team
- Maintain SLAs and SLRs through timely ticket assignment
- Balance team workloads and tasks
- Manage escalations and provide timely communications to all parties
- Oversee internal escalations and manage the relationship with the Engineering Team
- Provide hands-on support for clients, leading the team by example
- Create, expand, and maintain documentation as necessary
- Enforce policies and procedures and oversee training
Qualifications
- 5+ years of relevant IT experience
- Experience managing or leading small/medium-sized teams
- Experience working within an MSP environment or with an MSP and understanding the challenges of supporting multiple diverse customers
- Experience with ticketing systems (ServiceNow preferred)
- Ability to solve practical real-world problems
- Hands-on experience with both hardware and software
- Experience building and maintaining end-user workstations
- Network troubleshooting skills (TCP/IP, basic WAN/LAN troubleshooting)
- Excellent written and verbal communication skills
- Demonstrated excellent time management skills
- Self-motivated and able to thrive in a fast-paced environment
- Strong attention to detail
- Positive attitude and passion for working with people
How You're Supported
As part of the Mission Pet Health Home Office team, you'll be joining a collaborative group of professionals dedicated to supporting our 850+ hospital teams and shaping the future of veterinary medicine.
Competitive Compensation
A competitive salary and a comprehensive benefits package.
Total Wellbeing
Comprehensive coverage including Health, Dental, and Vision insurance, plus 24/7 access to doctors through Teladoc.
Financial Health
Plan for your future with a 401k featuring a generous company match, plus Life Insurance and Short-Term Disability options.
Commitment to Growth
Benefit from significant opportunities for upward mobility and career growth within a rapidly expanding organization.
A Collaborative Culture
Join a nationwide community of over 20,000 veterinary professionals and a Home Office team that lives by our WAG values.
Valuable Perks
Enjoy generous paid time off and company-wide holidays, discounted veterinary care for your pets, and access to an online discount platform.
About Mission Pet Health
Mission Pet Health was founded by veterinarians on the belief that local practices thrive with clinical autonomy, collaboration, and medical excellence. The organization provides world-class support to its 850+ hospital teams on a hyper-local basis so they can focus on what matters most: the medicine, their patients, and their team culture. Learn more at [1] missionpethealth.com.
Driving the award-winning culture are the WAG values - Work Together, Amaze, and Grow. Mission Pet Health is veterinarian-led, people-focused, and on a mission to be the best place to work in veterinary medicine.
EEO Statement: Mission Pet Health is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for all employees.
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