Lumbry Park Veterinary Specialists

IT Support

• Keep IT support running across AOSN's 75+ clinic locations
• Own the support queue and govern day-to-day MSP service delivery
• Coordinate escalations and ensure every issue has an owner, current status, and clear path to resolution
• Manage clinic relationships, vendor accountability, and support operations
• Direct work across external support resources without relying on direct supervisory authority
• Identify issues early, communicate clearly, drive issues to resolution, and convert outcomes into measurable service improvements
• Own the daily help desk queue and escalation process
• Establish baseline SLA reporting and service performance metrics
• Complete an MSP performance review and identify improvement opportunities
• Build relationships with clinic leaders and key stakeholders
• Develop understanding of clinic operations and support requirements
• Independently manage most escalations without Sr. IT Manager involvement
• Implement service improvements that enhance the end-user experience
• Travel quarterly for 2–3 days and provide additional travel during acquisitions, clinic onboarding, operational readiness efforts, and major IT initiatives
• Participate in scheduled after-hours maintenance and support for high-impact incidents

Help Desk Manager