This highly hands-on technical leadership position involves leading day-to-day IT service delivery and executing key technology initiatives across a national network of veterinary hospitals. The role suits an experienced technology leader who can operate at both strategic and technical levels, providing leadership while remaining actively engaged in troubleshooting and infrastructure support.
Responsibilities
Own day-to-day IT support and service delivery across Alliance Animal Health
Provide leadership and direction for internal IT support resources and the co-managed IT service model
Monitor ticket queues, escalations, service levels, response times, resolution performance, customer satisfaction, and recurring support trends
Ensure practices receive consistent, timely, and customer-focused technology support
Serve as a senior escalation resource and remain actively involved in troubleshooting complex technical issues when needed
Establish and continuously improve support processes, escalation procedures, documentation standards, and service expectations
Partner closely with hospital and Operations leadership to understand technology challenges and proactively address recurring issues
Ensure technology support processes align with the operational needs of veterinary practices and minimize disruption to patient care and hospital operations
Serve as the primary day-to-day operational leader for AAH
Manage the relationship with the organization
Define and maintain clear responsibilities between internal IT resources and external technology partners
Hold vendors accountable to contractual commitments, service-level expectations, reporting requirements, and customer satisfaction objectives
Lead recurring service reviews and operational governance meetings
Review ticket trends, escalations, after-hours activity, recurring incidents, service performance, and opportunities for improvement
Coordinate onboarding, knowledge transfer, process improvement, and service expansion activities
Work collaboratively with technology vendors supporting specialized systems and equipment within veterinary hospitals
Serve as a senior advocate for AAH hospitals and ensure technology services remain focused on the needs of practice teams
Build strong relationships with Practice Managers, Regional Directors, Regional Managers, Operations leadership, and corporate stakeholders
Maintain regular communication with business partners regarding service performance, technology initiatives, risks, and improvement opportunities
Establish and maintain a culture of accountability, responsiveness, transparency, and exceptional customer service
Monitor Customer Satisfaction (CSAT) and other experience metrics and develop improvement plans when performance falls below expectations
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Identify recurring issues across practices and work proactively with internal resources and external partners to address root causes
Lead and coordinate key IT initiatives from planning through implementation and operational handoff
Develop project plans, schedules, milestones, dependencies, risks, and communication strategies
Manage multiple concurrent technology projects across a nationally distributed organization
Coordinate internal stakeholders, MSP resources, vendors, Operations teams, and hospital leadership throughout project execution
Lead or support initiatives involving new hospital onboarding and integration, network standardization and infrastructure modernization, end-of-life hardware replacement programs, Microsoft 365 initiatives, cybersecurity improvements, endpoint management and standardization, application implementations and migrations, vendor transitions, and technology policy and process improvements
Communicate project status, risks, decisions, dependencies, and outcomes clearly to Technology and business leadership
Create repeatable deployment playbooks and standards that allow technology initiatives to scale across the organization
Own IT operational reporting and develop meaningful performance insights for Technology and executive leadership
Establish appropriate service delivery KPIs and ensure accurate, consistent reporting
Create and distribute monthly, quarterly, and annual IT performance reports
Monitor and report on ticket volumes, first response times, resolution times, open and aging tickets, escalation metrics, Customer Satisfaction (CSAT), after-hours support activity, hospital support trends, MSP and vendor performance, recurring incidents and problem areas
Use service data and trend analysis to identify operational improvements and technology investment opportunities
Provide concise, actionable technology updates to senior leadership
Maintain a strong working knowledge of the AAH technology environment and remain actively involved in technical operations
Serve as a senior technical escalation point for difficult or business-critical issues
Troubleshoot issues involving endpoints, networking, Microsoft 365, authentication, cloud services, and hospital technology
Provide technical guidance and mentorship to Systems Administrators and other internal technology resources
Work closely with MSP engineering teams on advanced infrastructure, network, security, and cloud issues
Support technology standards covering workstations, servers, firewalls, switches, wireless infrastructure, remote access, endpoint security, and monitoring
Partner with vendors supporting specialized veterinary equipment and software where coordination across multiple technology providers is required
Balance hands-on technical involvement with leadership responsibilities, escalating and delegating appropriately while maintaining ownership of outcomes
Requirements
Bachelor
8+ years of progressive professional experience in IT support, systems administration, infrastructure, service delivery, or technical operations
3+ years of IT leadership, service delivery leadership, or technology team management experience
Demonstrated experience leading IT operations within a multi-site or distributed organization
Demonstrated experience managing an MSP, technology service provider, or co-managed IT relationship
Strong project management experience with responsibility for planning and delivering technology initiatives involving multiple stakeholders and vendors
Advanced, hands-on experience administering Microsoft 365 environments
Strong technical knowledge of Microsoft 365, Entra ID, Microsoft Intune, Exchange Online, Microsoft Teams, SharePoint Online, Endpoint Management, Identity & Access Management, Conditional Access, and Security and Compliance
Working knowledge of networking fundamentals and technologies, including firewalls, switches, wireless access points, VPNs, DNS, DHCP, and internet connectivity
Experience with IT service management, ticketing systems, remote monitoring and management platforms, endpoint management, and remote support technologies
Demonstrated ability to manage service metrics, reporting, SLAs, escalations, and customer satisfaction programs
Strong troubleshooting and analytical skills with the technical depth to participate directly in complex escalations when required
Exceptional customer service, relationship management, and interpersonal skills
Strong written and verbal communication skills with the ability to communicate effectively with practice teams, technical resources, vendors, Operations leaders, and senior executives
Demonstrated ability to independently manage multiple priorities, projects, vendors, and operational responsibilities in a fast-paced environment
Ability to operate successfully within a fully remote organization and lead geographically distributed resources
Ability to travel periodically as business and project requirements dictate
Nice to have:
Veterinary or animal health technology experience
Experience supporting veterinary hospitals, animal health organizations, or other clinical environments
Experience designing or operating a co-managed IT support model
Experience leading technology integration for newly acquired or newly onboarded locations
Strong understanding of cybersecurity operations, including EDR/MDR, SIEM, vulnerability management, security awareness, identity protection, and incident response
Experience working with ConnectWise, NinjaOne, Auvik, Liongard, Huntress, Microsoft Defender, and IT documentation and knowledge management platforms
Experience supporting specialized veterinary or healthcare technologies, including practice management systems, imaging systems, payment technologies, and clinical equipment
Formal project management experience or certification such as PMP, CAPM, or equivalent demonstrated experience
ITIL Foundation or other IT service management certification
Relevant Microsoft certifications
Benefits
Bonus opportunity
Health benefits
Paid time off
Professional development opportunities
Important Details
Travel: periodic travel required for hospital visits, vendor engagements, project implementations, leadership meetings, and strategic initiatives
About the Company
Alliance Animal Health is a fast-growing, private equity-backed Veterinary Service Organization that operates as a majority owner and business partner to hundreds of veterinary practices across the US. Their goal is to make it easier for practices by providing world-class business solutions like talent acquisition, marketing, human resources, finance, and operations, so they can focus their energy on providing incredible care for animals. Their Core Values are Passion, Engagement, Trust, and Service.
