IT Service Manager

Alliance Animal Health is a fast-growing, private equity-backed Veterinary Service Organization that operates as a majority owner and business partner to hundreds of veterinary practices across the US. Our goal is to make it easier for our practices at every step by providing world-class business solutions like talent acquisition, marketing, human resources, finance, and operations, so they can focus their energy on providing incredible care for animals.

In fact, our Core Values are (quite literally) written with PETS in mind:
Passion, Engagement, Trust, and Service.

We want our doctor partners to choose what’s best for their practice because they are the experts in medicine, while we customize the support, the co-ownership approach, and business solutions based on their goals. We pride ourselves on maintaining a culture of open communication and collaboration to deliver innovative solutions to advance today’s veterinary environment, without disrupting the medical autonomy and what makes each of our hospitals unique.

Because at the end of the day, our central support team exists to serve our practices. So if you’re excited about using your talents to make an impact on the health and wellness of pets, we’d love to talk with you!

We have an immediate opportunity for an IT Service Manager to join a lean, high-impact technology team supporting more than 250 veterinary hospitals across the United States.

Reporting directly to the Vice President of Information Technology, this individual will play a critical role in building and operating Alliance Animal Health's future-state IT support model.

This is a highly visible, hands-on position responsible for overseeing day-to-day technology operations, service delivery, customer experience, vendor management, reporting, Microsoft 365 administration, and overall IT support performance across the organization.

Unlike a traditional management role, this position will remain actively involved in technology operations and support. The ideal candidate combines strong technical expertise with excellent customer service, operational leadership, and relationship management skills.

The IT Service Manager will serve as the primary point of coordination between Alliance Animal Health, our managed service provider (MSP), hospital teams, and corporate stakeholders to ensure a consistent, high-quality support experience across the organization.

This is a fully remote position with periodic travel required for hospital visits, , vendor engagements, and strategic initiatives.

• Own day-to-day IT support operations across Alliance Animal Health's national hospital network.
• Monitor technology support performance and ensure timely issue resolution.
• Manage ticket queues, escalations, service levels, and customer support trends.
• Act as the primary operational liaison between AAH and the selected managed service provider.
• Drive continuous improvement of support processes and service delivery standards.
• Ensure a consistent and positive support experience across all hospitals.

• Manage the day-to-day support relationship with the organization's managed service provider.
• Track vendor performance against established service level expectations.
• Review support trends, escalations, recurring issues, and customer satisfaction metrics.
• Coordinate onboarding, knowledge transfer, process improvements, and service enhancements.

• Serve as a customer advocate for hospitals and corporate support teams.
• Build strong relationships with Practice Managers, Regional Directors, Regional Managers, and corporate stakeholders.
• Identify recurring challenges and proactively implement improvements.
• Ensure end users receive…