Remote IT Service Director for National Vet Network

Jobgether; United States; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health benefits

Paid time off

Professional development opportunities

Fully remote work within the United St

Job summary

Jobgether, on behalf of a partner company, seeks an IT Service Director to lead national IT service delivery across 250+ veterinary hospitals. This remote leadership role blends technical acumen, ops oversight, vendor management, and a strong focus on customer experience.

Reporting to the VP of IT, you will drive scalable support models, oversee MSP relationships, and deliver performance analytics, continous improvement, and compliance across a distributed environment.

Qualifications

• Bachelor’s degree in IT or related field.
• At least five years of experience in IT support, service delivery, or technical operations.
• Strong leadership and cross-functional collaboration.
• Experience with multi-site, distributed environments.

Responsibilities

• Oversee daily IT support operations across the national hospital network, monitor service performance, manage ticket queues and escalations, and ensure timely issue resolution and consistent support standards.
• Serve as the primary operational contact for the managed service provider, track performance against service-level expectations, review recurring issues and escalations, and coordinate onboarding, knowledge transfer, and service enhancements.
• Advocate for hospital teams and corporate users, build strong relationships with Practice Managers, Regional Directors, Regional Managers, and corporate stakeholders, and proactively address recurring support challenges.
• Develop and maintain operational reporting programs, producing monthly, quarterly, and annual reports covering ticket volumes, response and resolution times, escalations, CSAT, after-hours activity, hospital support trends, and vendor performance.
• Use performance data and customer feedback to recommend improvements to service quality, support processes, communication, and operational efficiency.
• Help administer Microsoft 365, Entra ID, Intune, Exchange Online, Teams, SharePoint Online, licensing, Conditional Access policies, user provisioning and deprovisioning, and security and compliance settings.
• Remain actively involved in troubleshooting and complex technical escalations, support infrastructure, endpoint management, networking, and cloud technologies, and collaborate with systems administrators and MSP engineering teams.
• Maintain operational documentation, technical standards, and technology inventories while contributing to technology implementations, upgrades, and strategic initiatives.
• Drive measurable results in customer satisfaction, ticket resolution, first-response performance, escalation management, vendor effectiveness, hospital feedback, reporting accuracy, and successful execution of the co-managed IT model.

Skills

IT Service Delivery

Vendor Management

Customer Experience

Leadership

Microsoft 365 Administration

Data Reporting/Analytics

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

ConnectWise

NinjaOne

Huntress

Auvik

Microsoft Defender

Job description

Jobgether, on behalf of a partner company, seeks an IT Service Director to lead national IT service delivery across 250+ veterinary hospitals. This remote leadership role blends technical acumen, ops oversight, vendor management, and a strong focus on customer experience.

Reporting to the VP of IT, you will drive scalable support models, oversee MSP relationships, and deliver performance analytics, continous improvement, and compliance across a distributed environment.