IT Service Director

United StatesRemoteFull-timeexecutive

Customer SupportIt Support Specialist

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Quick Summary

Requirements Summary

Education: Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, IT Management, Computer Science, or a related field.

Technical Tools

Customer SupportIt Support Specialist

The IT Service Director will lead IT service delivery and technology support across a nationwide network of more than 250 veterinary hospitals. This highly visible, hands-on leadership role combines technical expertise, operational oversight, vendor management, and a strong commitment to customer experience. Reporting to the Vice President of Information Technology, you will help build and operate a scalable, future-ready IT support model. You will serve as the primary operational liaison between hospital teams, corporate stakeholders, and the managed service provider (MSP). The role also includes Microsoft 365 administration, performance reporting, technical escalations, and continuous service improvement. This fully remote opportunity offers periodic travel and the chance to make a meaningful impact across a growing, distributed organization dedicated to animal care.

IT Support and Service Delivery: Oversee daily IT support operations across the national hospital network, monitor service performance, manage ticket queues and escalations, and ensure timely issue resolution and consistent support standards.
MSP Vendor Management: Serve as the primary operational contact for the managed service provider, track performance against service-level expectations, review recurring issues and escalations, and coordinate onboarding, knowledge transfer, and service enhancements.
Customer Experience: Advocate for hospital teams and corporate users, build strong relationships with Practice Managers, Regional Directors, Regional Managers, and corporate stakeholders, and proactively address recurring support challenges.
Reporting and Analytics: Develop and maintain operational reporting programs, producing monthly, quarterly, and annual reports covering ticket volumes, response and resolution times, escalations, customer satisfaction (CSAT), after-hours activity, hospital support trends, and vendor performance.
Continuous Improvement: Use performance data and customer feedback to recommend improvements to service quality, support processes, communication, and operational efficiency.
Microsoft 365 Administration: Help administer Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint Online, licensing, Conditional Access policies, user provisioning and deprovisioning, and security and compliance settings.
Technical Leadership: Remain actively involved in troubleshooting and complex technical escalations, support infrastructure, endpoint management, networking, and cloud technologies, and collaborate with systems administrators and MSP engineering teams.
Documentation and Strategic Initiatives: Maintain operational documentation, technical standards, and technology inventories while contributing to technology implementations, upgrades, and strategic initiatives.
Performance and Accountability: Drive measurable results in customer satisfaction, ticket resolution, first-response performance, escalation management, vendor effectiveness, hospital feedback, reporting accuracy, and successful execution of the co-managed IT model.

Requirements

~2 min read

Education: Bachelor’s degree from an accredited four-year institution in Information Technology, Information Systems, IT Management, Computer Science, or a related field.
Technical Experience: At least five years of hands-on experience in IT support, systems administration, help desk operations, or technical operations.
Microsoft 365 Expertise: Advanced administration experience with Microsoft 365, Entra ID, Intune, Exchange Online, Microsoft Teams, SharePoint Online, endpoint management, and identity and access management.
Distributed IT Environments: Experience supporting multi-site organizations, with the ability to coordinate technology support across multiple locations and user groups.
Customer Service and Communication: Strong customer service, relationship management, written and verbal communication, troubleshooting, analytical, and problem-solving skills.
Reporting and Performance Management: Experience creating operational reports, dashboards, and performance metrics to evaluate service quality and support data-driven decisions.
Remote Work and Travel: Ability to work independently in a fully remote environment and travel periodically as business needs require.
Leadership Experience: IT management, service delivery management, or team leadership experience is preferred.
MSP and Vendor Management: Experience working in a co-managed IT or MSP-supported environment and managing external service providers is an advantage.
Industry Experience: Experience in veterinary care, healthcare, dental, retail, hospitality, or another distributed, multi-site industry is preferred.
Tools and Platforms: Familiarity with ServiceNow, ConnectWise, NinjaOne, Huntress, Auvik, and Microsoft Defender is beneficial.
Certifications and Scale: ITIL Foundation certification or equivalent service management experience is preferred, as is experience supporting more than 1,000 users across multiple locations.