Remote IT Service Manager - Multi-Site Support & CX

SmartRecruiters, Inc.; Charlotte (NC); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Bonus opportunity

Health benefits

Paid time off

Job summary

Alliance Animal Health is seeking an IT Service Manager to lead the national IT support operations for a network of veterinary hospitals. This remote, hands-on leadership role will coordinate with our MSP, hospital teams, and corporate stakeholders to ensure high-quality support and operational excellence.

The ideal candidate brings strong Microsoft 365 expertise, multi-site support experience, and a customer-focused leadership style with excellent communication and problem-solving skills.

Qualifications

• Bachelor's degree in IT/CS or related field.
• 5+ years in IT support, systems administration, help desk, or technical operations.
• Advanced Microsoft 365 administration experience.
• Strong knowledge of Microsoft 365 suite and related tools.
• Experience supporting multi-site environments.
• Experience managing MSP vendors or co-managed IT environments.

Responsibilities

• Oversee day-to-day IT support operations for a national hospital network.
• Monitor service delivery, performance metrics, and customer experience.
• Manage ticket queues, escalations, SLAs, and CSAT trends.
• Coordinate with MSP and hospital teams for seamless support.
• Lead reporting programs and IT performance dashboards.
• Participate in technology implementations and upgrades.
• Troubleshoot complex escalations and maintain documentation.

Skills

Customer service

Relationship management

Troubleshooting

Analytical skills

Independent work

Education

Bachelor's degree in IT/CS

Tools

Microsoft 365

Entra ID

Intune

Exchange Online

Microsoft Teams

SharePoint Online

Endpoint Management

Identity & Access Management

MSP/vendor management tools

Job description

Alliance Animal Health is seeking an IT Service Manager to lead the national IT support operations for a network of veterinary hospitals. This remote, hands-on leadership role will coordinate with our MSP, hospital teams, and corporate stakeholders to ensure high-quality support and operational excellence.

The ideal candidate brings strong Microsoft 365 expertise, multi-site support experience, and a customer-focused leadership style with excellent communication and problem-solving skills.