Service Desk Manager

Position Description 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. This Service Desk Manager will be responsible for the maintenance, configuration, and reliable operation of Lap of Love's computer systems, VoIP phones, printers, servers, and other systems. Schedule: Monday - Friday; 9AM - 6PM ET Classification: Full Time - Exempt Salary: $80,000 Reports To: Sr. Manager of Systems Administration Department: Innovation and Technology Travel Required: Yes – 2%; annual travel for department onsite meeting (up to 4 days) Location: Hybrid (Lutz, FL). This role is primarily remote but requires occasional travel to our main office in Lutz, FL. Essential Functions and 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. Monitor onboarding and offboarding work to ensure timeline completion of critical tasks. Manage our Device Management Tools (Intune for Windows, JAMF for Mac and iPad) and ensure all assets are tracked and managed appropriately. Manage the deployment and maintenance of all software packages deployed via Intune or JAMF. Assist with managing vendor relationships with key SaaS and equipment providers. Ensure solutions to common problems are documented in the knowledge base and that 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. Experience, Education, and 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 (e.g., 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. Ability to prioritize tasks based on urgency and impact with little direction. Ability to write concise and detailed technical documentation. High attention to detail and accuracy. Ability 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 Ability to sit for prolonged periods of time, up to 8 hours per day. Ability to frequently communicate by telephone and through computer technologies, including but not limited to email, video conferencing, and instant messaging. Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a screen, and type on a keyboard for prolonged periods of up to 8 hours per day. Ability to multitask using multiple computer tabs/platforms while engaging in conversation. #J-18808-Ljbffr PVH (Tommy Hilfiger/Calvin Klein)