Service Desk Manager

Description

Veterinarian owned and let for almost three decades, MedVet strives daily to enhance the lives of pets, their loving families, and the veterinary community. We are a growing network of emergency and specialty hospitals for pets, with facilities across the country to deliver exceptional care and preserve the integrity of the veterinary profession. Our team consists of over 3,700 caregivers in over 20 states helping to advance our mission of Leading Specialty Healthcare for Pets.

As we continue to grow, dependable and consistent technology support is critical to the care we deliver every day. We are looking for a Service Desk Manager to lead our IT Service Desk team and ensure reliable, professional support for MedVet caregivers. This role is responsible for day-to-day Service Desk operations, clear communication, and consistent execution of our Service Delivery model.

• Lead daily Service Desk operations, ensuring support requests are handled consistently and efficiently
• Manage Tier 1 and Tier 2 Service Desk teams, providing clear direction and expectations
• Ensure all IT support requests follow established intake, escalation, ownership, and closure processes
• Maintain clear handoffs and escalation between Tier 1, Tier 2, and other IT teams
• Build and maintain productive relationships with local hospital dyads and operations leaders
• Serve as a consistent point of connection between the Service Desk and hospital teams to ensure issues are understood in operational context
• Monitor workload, backlog, and priorities to maintain service continuity
• Act as an escalation point for recurring or complex service issues
• Partner with other IT leaders to support projects and changes that impact caregivers and hospital operations
• Participate in manager on-call rotation to support after-hours leadership needs
• Ensure documentation and ticket records are accurate and complete
• Identify recurring issues and opportunities to improve service consistency

• Experienced leader of IT Service Desk or Service Delivery teams
• Comfortable providing structure, direction, and follow-through in a fast-paced environment
• Able to engage effectively with clinical and operational leaders outside of IT
• Able to balance service quality, urgency, and team sustainability
• Clear and confident communicator with both technical teams and non-technical caregivers
• Organized, detail-oriented, and able to manage competing priorities
• Collaborative partner who values consistency and accountability

• Comprehensive Health, Vision, and Dental benefits
• HSA, FSA, and Dependent Care FSA options
• 401(k) with employer match
• Short-term and long-term disability options
• Life and AD&D insurance
• Paid Time Off (PTO)
• Employee Pet Discounts