IT Service Manager

Alliance Animal Health•Charlotte, NC

3d•Remote

About The Position

Alliance Animal Health is seeking an IT Service Manager to join their technology team, supporting over 250 veterinary hospitals nationwide. This role is crucial in developing and managing the IT support model, focusing on daily technology operations, service delivery, customer experience, vendor management, reporting, and Microsoft 365 administration. The position requires a blend of technical expertise, customer service, operational leadership, and relationship management. The IT Service Manager will act as the main point of contact between Alliance Animal Health, its managed service provider (MSP), hospital teams, and corporate stakeholders to ensure a high-quality support experience. This is a fully remote position with occasional travel requirements.

Requirements

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.

Nice To Haves

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.
ITIL Foundation certification or equivalent service management experience.
Experience supporting 1,000+ users across multiple locations.

Responsibilities

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.
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.
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.
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, and vendor performance.
Provide data-driven recommendations to improve support quality and operational performance.
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, and Security and Compliance Administration.
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.