Service Desk Manager

Lap of Love•Lutz, FL

3d•Hybrid

About The Position

Lap of Love Veterinary Hospice, headquartered in Lutz, FL., seeks to add a key member to its growing team by employing a Service Desk Manager to lead our Desktop Support and Jr. System Administration team, an extension of the Innovation and Technology department. As the Service Desk Manager, this individual will be a member of a team that is responsible for the maintenance, configuration, and reliable operation of Lap of Love’s computer systems, VoIP phones, printers, servers, and other systems. Their primary role will consist of managing the team that assists users as the first and second levels of support, installing software, initial configuration of new laptops and desktops, maintaining the Lap of Love asset inventory management, and actively resolving problems and issues to limit work disruptions within the company. This is a mid-level position with the opportunity to learn and grow with the company and includes opportunity for additional responsibilities and advancement.

Requirements

5+ years of experience providing desktop support in a mixed Windows and Mac environment
5+ years of experience supervising and leading a team of technical employees
3+ years of progressive problem and incident management following ITIL best practices and guidelines
3+ years of experience supporting mobile devices; iPads preferred
Ability to troubleshoot hardware, software, and operating system issues on Windows and MacOS
Comfortable working with AI tools (ie: Claude Code) to perform tasks and analyze data
Experience in Mobile Device Management; Intune and JAMF preferred
Experience supporting Microsoft Entra, Office 365, and Google Workspace
Experience troubleshooting VoIP issues in Zoom Phone or similar
Experience working with and configuring an ITSM platform; Halo ITSM preferred
Experience with desktop deployment for both Windows and MacOS
Ability to prioritize tasks based on urgency and impact with little direction
Ability to write concise and detailed technical documentation
High attention to detail and accuracy
Ability to confidently engage with staff at all levels and across multiple parts of our organization, while offering a best-in-class service experience
Self-starter with excellent follow-up skills, knowing what needs to be done and taking initiative to do so without hesitation
Able to sit for prolonged periods of time of up to 8 hours per day
Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email, video conferencing, and instant message.
Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
Able to multitask using multiple computer tabs/platforms while engaging in conversation
Able to quickly learn custom software
Access to reliable and secure internet
Maintain confidentiality of all patient, client, and business information
Comply with all applicable laws, regulations, policies, procedures, and guidelines

Nice To Haves

Bachelor’s degree in Computer Science, Information Technology, System Administration, or another related field preferred

Responsibilities

Manage and mentor a team of Desktop Support Analysts and Jr. System Administrators to support the day to day operations of Lap of Love
Service as the primary escalation point for all incidents and problem tickets
Proactively monitor ticket trends and resolution categories to identify opportunities for improvement
Serve as the primary stakeholder for our ITSM platform working with the team towards improving workflows and implementing new processes
Monitor onboarding and offboarding work to ensure timeline completion of critical tasks
Manage our Device Management Tools (Intune for Windows, JAMF for Mac and iPad)
Ensure all assets are tracked and managed appropriately
Manage the deployment and maintenance of all software packages deployed via Intune or JAMF
Assist with managing vendor relationships with key SaaS and equipment providers.
Ensure solutions to common problems are documented in the knowledge base and existing knowledge articles are periodically reviewed for completeness and accuracy by SMEs
Perform additional tasks as delegated by the Sr. Manager of System Administration and/or the VP of Technology