Service Desk Manager

About the role

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.

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
• Maintain and manage our Device Management Tools (Intune for Windows, JAMF for Mac and iPad)
• Ensure all assets are tracked and managed appropriately
• Deploy and maintain all software packages deployed via Intune or JAMF
• Affiliate with managing vendor relationships with key SaaS and equipment providers
• Afford 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

Requirements

• Bachelor's degree in Computer Science, Information Technology, System Administration, or another related field preferred
• 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
• Able to prioritize tasks based on urgency and impact with little direction
• Able to write concise and detailed technical documentation
• Able 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

Physical and Other Job Requirements

• 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
• Able to 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