Lead IT Service Desk Technician

Western Veterinary Partners•Denver, CO

1d•$57,000 - $75,000•Hybrid

About The Position

Western Veterinary Partners (WVP) is a people-centric veterinary support organization that acquires, invests in, and supports veterinary practices across the contiguous United States. With a strong focus on growth, WVP partners with practices post-acquisition by providing non-clinical business support services. Post-acquisition, WVP supports its partner practices in achieving our collective goals to recruit and retain doctors, staff, and serve the clients in the communities we operate in. Headquartered in Denver, CO, we are driven by our values of integrity, collaboration, alignment, growth, support, and relationships. We are currently seeking a Lead IT Service Desk Technician to oversee Tier 1 service requests and manage Tier 2 escalations from team members. In this role, you will ensure the team meets established SLAs, adheres to defined procedures, and consistently applies ITIL-based service delivery practices. You will take ownership of small individual and team-driven projects, completing them with minimal oversight while maintaining high standards of quality and efficiency. This position is a full-time, salaried position and will support hybrid work. Candidates must be local to the Denver market.

Requirements

Minimum 3 years in an IT help desk or technical support role.
Associate degree in a Computer Science related discipline; bachelors degree preferred.
Proficiency in Windows and/or macOS environments.
Familiarity with Microsoft 365, Active Directory, and remote desktop tools.
Basic understanding of networking concepts (TCP/IP, VPN, Wi-Fi).
Experience with ticketing systems and IT documentation tools.
Strong communication and customer service abilities.
Eagerness to learn, adapt, and grow within the IT field.
Problem-solving mindset with attention to detail.
Leadership potential and interest in mentoring others over time.
Curious and self-motivated: Naturally inquisitive and eager to learn new technologies.
Dependable: Reliable, punctual, and committed to providing excellent service.
Collaborative: Works well in a team setting, supporting peers and sharing knowledge.
Empathetic: Understands user frustrations and provides solutions with patience and understanding.
Proactive: Anticipates needs, identifies potential issues early, and takes initiative to improve processes.
Professional demeanor: Maintains a positive attitude and represents the IT department with integrity.
Leadership mindset: Seeks opportunities to take ownership, guide others, and contribute to long-term team success.

Responsibilities

Troubleshoot user technical service requests utilizing the ITSM system.
Take ownership of achieving resolution for the user by troubleshooting, coaching, or escalating.
Take ownership of the relationship with the user by communicating effectively, setting expectations, and following up to verify satisfaction.
Act as a liaison between various user groups and the IT Department to communicate problems and possible solutions.
Develop new and maintain existing technical procedures, documentation, and operational instructions.
Identify and deliver against process improvement opportunities within the Service Desk team.
Read, understand, and follow technical or other complex materials required for the job.
Communicate effectively with users both in writing and verbally.
Coordinate small project efforts amongst fellow teammates and other teams.
Work with little to no daily direct supervision.
Set an example of continuous learning both in technical skills and business processes.
Encourage and facilitate the sharing and documentation of team knowledge.
Provide performance feedback to team members when appropriate.
Perform other duties as assigned.