Help Desk Manager

Lumbry Park Veterinary Specialists

. Keep IT support running across AOSN's 75+ clinic locations .

Posted 9/25/2026full-timeNewport Beach • California • United StatesMid-LevelSenior💰 $110,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5+ years of progressive IT support, service desk, or service delivery experience
At least 2 years of experience coordinating a help desk, leading escalations, supervising support resources, serving as a Help Desk Lead, or managing MSP/vendor service performance
Demonstrated experience supporting a multi-site, distributed, or high-volume support environment
Experience supporting non-technical end users in a customer service-focused environment
Direct experience holding MSPs, vendors, or third-party support providers accountable to service levels, response times, communication standards, and operational commitments
Experience managing ticket queues, escalations, service requests, and SLA performance metrics
Ability to analyze service data, identify trends, and translate findings into corrective actions and process improvements
Strong organizational, prioritization, and follow-through skills
Excellent verbal and written communication skills, including explaining technical concepts to non-technical audiences
Demonstrated accountability, leadership potential, and ability to make sound operational decisions with minimal oversight
Self-directed and proactive, comfortable in a fast-paced, growth-oriented environment
Strong working knowledge of Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID, MFA, user and group administration, and endpoint support
Experience building or improving service desk processes, KPI reporting, SLA tracking, and help desk performance metrics
Experience managing vendor relationships and conducting service performance reviews
Experience supporting healthcare, veterinary, or other multi-location clinical environments
Experience in a rapidly growing, acquisition-driven, or private-equity-backed organization
Experience with ITSM platforms, knowledge management systems, device inventory management, and user lifecycle administration
Experience mentoring technicians, leading support teams, or serving as a Help Desk Lead
ITIL Foundation certification, CompTIA A+ certification, or Microsoft certifications preferred
Ability and willingness to travel to Newport Beach and clinic locations as needed
Ability to support clinics across multiple U.S. time zones and communicate promptly during urgent service events

Benefits

Comp & perks

Clear growth path to IT Operations Manager
Travel to Newport Beach and clinic locations as business needs require
Participation in scheduled after-hours maintenance and support for high-impact incidents