Service Desk Manager

Service Desk Manager

Join the team that supports the teams. At Mission Pet Health's Home Office in Birmingham, AL, our purpose is to provide world-class support to our network of 850+ animal hospitals nationwide. We manage the business side of veterinary medicine—from Finance and HR to IT and Marketing—so our 20,000+ hospital teammates can focus on what they do best: providing exceptional care to pets and their families.

We are a veterinarian-led, people-focused, and pet-obsessed organization, founded on the belief that local practices thrive with autonomy and excellent support. Our award-winning culture is powered by our WAG values: Work Together, Amaze, and Grow. This philosophy has helped us be recognized by Newsweek as the #1 Most Loved Workplace in Healthcare and #11 in America for 2024.

What’s in it for you at our Home Office? When you join our team, you’re not just starting a job; you’re building a career with a tangible, lasting impact. You can expect:

• Unparalleled opportunities for personal and professional development.
• Industry-leading benefits in a culture where your well-being comes first.
• The chance to apply your expertise to support the future of veterinary care on a national scale.

We’re on a mission to be the greatest veterinary company in the world, and that mission is anchored by the incredible talent in our Home Office. If you're ready to make a difference for thousands of veterinary professionals and countless pets, we’d love for you to be a part of it!

The Service Desk Manager leads the team responsible for delivering exceptional technology support and user experience across Mission Pet Health. Overseeing both Tier 1 and Tier 2 service desk operations, this role ensures consistent, high-quality support for all employees, clinics, and business units.

This leader will drive operational excellence, manage day-to-day service delivery, and implement scalable processes that enable efficient, proactive support. The Service Desk Manager will also play a key role in IT strategy—aligning service delivery, tools, and user experience with organizational goals.

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop the Tier 1 and Tier 2 User Services teams.
• Define team structure, roles, and career paths to support a 7-day operational model.
• Foster a culture of accountability, empathy, and continuous improvement.
• Partner with HR and IT leadership to attract and retain top technical talent.

Operational Excellence

• Oversee all user support operations, including ticket management, escalations, and service level compliance.
• Own the major incident management process, serving as the primary coordinator for response, communication, and resolution of high-impact outages or service disruptions.
• Ensure clear communication, rapid mobilization, and structured post-incident reviews for continuous improvement.
• Establish and monitor KPIs such as response time, resolution rate, customer satisfaction, and SLA performance.
• Standardize procedures for incident, request, and problem management.
• Manage shift coverage, on-call rotations, and resource allocation to ensure service continuity.

User Experience & Communication

• Champion a “user-first” support philosophy that emphasizes proactive engagement and clear communication.
• Serve as the senior escalation point for high-impact incidents and executive-level support.
• Communicate service updates, known issues, and improvement initiatives to the organization.

Process & Continuous Improvement

• Drive automation and self-service initiatives to reduce ticket volume and increase efficiency.
• Collaborate with Infrastructure, Applications, and Security teams to streamline cross-functional support.
• Implement feedback loops to continuously refine user experience and support processes.
• Regularly report performance metrics and insights to IT and business leadership.

Technology & Governance

• Administer and optimize ITSM platforms (e.g., Freshservice, ServiceNow).
• Maintain an accurate and up-to-date knowledge base and service catalog.
• Support the implementation of ITIL-based processes and frameworks for service delivery.
• Ensure compliance with organizational policies, security standards, and audit requirements.

Qualifications

Required:

• 7+ years of experience in IT support or service delivery, including at least 3 years in a leadership role.
• Strong understanding of end-user computing environments (Windows, macOS, Office 365, Google Workspace, MDM, etc.).
• Proven experience managing multi-tier service desk operations.
• Excellent leadership, communication, and analytical skills.
• Demonstrated ability to implement ITSM tools, SLAs, and process improvements.

Preferred:

• ITIL Foundation certification or equivalent.
• Experience managing support for distributed or multi-location organizations.
• Background in healthcare, veterinary, or 24/7 service operations.

Key Metrics

• SLA attainment and response time
• Ticket backlog reduction and first contact resolution rate
• End-user satisfaction (CSAT/NPS)
• Staff development, retention, and engagement

Benefits

Work with an organization recognized as #2 in Healthcare by Newsweek’s Most Loved Workplaces in 2025.

• Online discount platform
• Collaborative team of people who live out our WAG values (work together, amaze, grow)
• Competitive salary
• Health, dental + vision insurance
• Maternity+Paternity Benefits
• 401K with a company match
• Life insurance, short-term disability, and telemedicine
• Upward mobility and growth opportunities
• Generous paid time off and company-wide holidays
• Discounted veterinary care for your four-legged family members
• An opportunity to make a valuable impact on over 800 veterinary hospitals nationwide