Senior IT Service Manager

We have an immediate opportunity for an IT Service Manager to join a lean, high-impact technology team supporting more than 250 veterinary hospitals across the United States.

Reporting directly to the Vice President of Information Technology, this individual will play a critical role in building and operating Alliance Animal Health's future-state IT support model.

This is a highly visible, hands-on position responsible for overseeing day-to-day technology operations, service delivery, customer experience, vendor management, reporting, Microsoft 365 administration, and overall IT support performance across the organization.

Unlike a traditional management role, this position will remain actively involved in technology operations and support. The ideal candidate combines strong technical expertise with excellent customer service, operational leadership, and relationship management skills.

The IT Service Manager will serve as the primary point of coordination between Alliance Animal Health, our managed service provider (MSP), hospital teams, and corporate stakeholders to ensure a consistent, high-quality support experience across the organization.

This is a fully remote position with periodic travel required for hospital visits, , vendor engagements, and strategic initiatives.

IT Support & Service Delivery

• Own day-to-day IT support operations across Alliance Animal Health's national hospital network.
• Monitor technology support performance and ensure timely issue resolution.
• Manage ticket queues, escalations, service levels, and customer support trends.
• Act as the primary operational liaison between AAH and the selected managed service provider.
• Drive continuous improvement of support processes and service delivery standards.
• Ensure a consistent and positive support experience across all hospitals.

MSP Vendor Management

• Manage the day-to-day support relationship with the organization's managed service provider.
• Track vendor performance against established service level expectations.
• Review support trends, escalations, recurring issues, and customer satisfaction metrics.
• Coordinate onboarding, knowledge transfer, process improvements, and service enhancements.

Customer Experience & Support Excellence

• Serve as a customer advocate for hospitals and corporate support teams.
• Build strong relationships with Practice Managers, Regional Directors, Regional Managers, and corporate stakeholders.
• Identify recurring challenges and proactively implement improvements.
• Ensure end users receive high-quality support and communication throughout the support lifecycle.
• Help establish and maintain a customer-focused support culture.

Reporting & Analytics

• Develop and manage operational reporting programs.
• Create and distribute monthly, quarterly, and annual IT performance reports.
• Monitor and report on:
  • Ticket volumes
  • First response times
  • Resolution times
  • Escalation metrics
  • Customer Satisfaction (CSAT)
  • After-hours support activity
  • Hospital support trends
  • Vendor performance
• Provide data-driven recommendations to improve support quality and operational performance.

Microsoft 365 Administration

Serve as one of the primary administrators for the Microsoft 365 environment, including:

• Microsoft 365 Administration
• Entra ID Administration
• Microsoft Intune Administration
• Exchange Online Administration
• Microsoft Teams Administration
• SharePoint Online Administration
• Microsoft Licensing Management
• Conditional Access Policies
• User Provisioning and Deprovisioning
• Security and Compliance Administration

Technical Leadership

• Remain actively involved in troubleshooting and support activities.
• Assist with complex technical escalations when required.
• Support infrastructure, endpoint management, networking, and cloud technologies.
• Work closely with Systems Administrators and MSP engineering teams.
• Participate in technology implementations, upgrades, and strategic initiatives.
• Help maintain operational documentation, standards, and technology inventories.

Required

• Bachelor's degree from an accredited four-year institution in Information Technology, Information Systems, Information Technology Management, Computer Science, or a related field.
• Minimum of 5 years of hands-on IT support, systems administration, help desk, or technical operations experience.
• Advanced experience administering Microsoft 365 environments.
• Strong knowledge of:
  • Microsoft 365
  • Entra ID
  • Intune
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • Endpoint Management
  • Identity & Access Management
• Experience supporting multi-site environments.
• Strong customer service and relationship management skills.
• Excellent troubleshooting, problem-solving, and analytical abilities.
• Experience creating operational reports, dashboards, and performance metrics.
• Strong written and verbal communication skills.
• Ability to work independently within a fully remote environment.
• Ability to travel periodically as business needs require.

Preferred

• IT management, service delivery management, or team leadership experience.
• Experience working within a co-managed IT or MSP-supported environment.
• Veterinary, healthcare, dental, retail, hospitality, or other distributed multi-site industry experience.
• Experience managing MSP vendors and service providers.
• Experience with:
  • ServiceNow
  • ConnectWise
  • NinjaOne
  • Huntress
  • Auvik
  • Microsoft Defender
• ITIL Foundation certification or equivalent service management experience.
• Experience supporting 1,000+ users across multiple locations.

Key Success Measures

Success in this role will be measured through:

• Customer Satisfaction (CSAT)
• Ticket Resolution Performance
• First Response Performance
• Escalation Management
• Vendor Performance
• Hospital Feedback
• Service Quality Improvements
• Operational Reporting Accuracy
• Successful Execution of the Co-Managed IT Model

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Company Policy & Federal & State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin

This is a fully remote U.S.-based position with occasional travel required.

Alliance Animal Health offers a competitive compensation package including salary, bonus opportunity, health benefits, paid time off, professional development opportunities, and the ability to make a meaningful impact across a rapidly growing organization.