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 medicinefrom Finance and HR to IT and Marketingso 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.
Whats in it for you at our Home Office? When you join our team, youre not just starting a job; youre 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.
Were 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, wed 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 strategyaligning 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 timeTicket backlog reduction and first contact resolution rateEnd-user satisfaction (CSAT / NPS)Staff development, retention, and engagementBenefits
Work with an organization recognized as #2 in Healthcare by Newsweeks Most Loved Workplaces in 2025.
Online discount platformCollaborative team of people who live out our WAG values (work together, amaze, grow)Competitive salaryHealth, dental + vision insuranceMaternity+Paternity Benefits401K with a company matchLife insurance, short-term disability, and telemedicineUpward mobility and growth opportunitiesGenerous paid time off and company-wide holidaysDiscounted veterinary care for your four-legged family membersAn opportunity to make a valuable impact on over 800 veterinary hospitals nationwide