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

Lap of Love is a national practice dedicated exclusively to in-home end-of-life care for pets. We believe all pets and their families deserve the most compassionate and supportive end-of-life experience. Our veterinarians help pets and their parents with quality of life assessments, pain and anxiety management, end-of-life consultations, and peaceful euthanasia in the comfort of their pet’s favorite place – home.

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. As the Service Desk Manager, this individual will be a member of a team that is responsible for the maintenance, configuration, and reliable operation of Lap of Love’s computer systems, VoIP phones, printers, servers, and other systems. Their primary role will consist of managing the team that assists users as the first and second levels of support, installing software, initial configuration of new laptops and desktops, maintaining the Lap of Love asset inventory management, and actively resolving problems and issues to limit work disruptions within the company. This is a mid-level position with the opportunity to learn and grow with the company and includes opportunity for additional responsibilities and advancement.

Requirements

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)
• 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 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 (ie: 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

• Able to sit for prolonged periods of time of up to 8 hours per day
• Able to frequently communicate by telephone and through use of computer technologies, including but not limited to email,  video conferencing, and instant message. 
• Possess manual dexterity, fine motor skills, and the ability to operate a computer, read a computer screen and type on a keyboard for prolonged periods of time of up to 8 hours per day
• Able to multitask using multiple computer tabs/platforms while engaging in conversation
• Able to quickly learn custom software
• Access to reliable and secure internet
• Maintain confidentiality of all patient, client, and business information
• Comply with all applicable laws, regulations, policies, procedures, and guidelines

This job posting is not intended to be an exhaustive list of duties, but it aims to highlight the typical main responsibilities of the position. At the request of their supervisor, this individual may be asked to perform additional duties or take on additional responsibilities to better meet the needs of their department.

Benefits

• Health Insurance Plan (Medical) with 100% employee paid HSA option available
• Dental and Vision Plans
• Retirement Plan (Traditional 401k with 3% match and Roth 401k)
• Paid Time Off
• Bereavement Leave
• Paid Parental Leave
• Company Funded Wellness Resources (Mental, Financial, and Physical)
• Life Insurance (Basic, Voluntary, and AD&D)
• Short Term and Long Term Disability Insurance
• Training & Development
• Pet Insurance