IT Director

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. The IT Director will join a lean, high-impact technology team supporting more than 250 veterinary hospitals across the United States, reporting directly to the Vice President of Technology. This is a highly hands-on technical leadership position responsible for leading day-to-day IT service delivery, the co-managed IT support model, vendor oversight, and key technology initiatives. This is a fully remote position with periodic travel required.

Responsibilities

Own day-to-day IT support and service delivery across the national hospital network; Provide leadership and direction for internal IT support resources and the co-managed IT service model; Monitor ticket queues, escalations, service levels, response times, resolution performance, customer satisfaction, and recurring support trends; Serve as a senior escalation resource and remain actively involved in troubleshooting complex technical issues; Establish and continuously improve support processes, escalation procedures, documentation standards, and service expectations; Serve as the primary day-to-day operational leader for the co-managed IT partnership; Manage the relationship with the managed service provider; Hold vendors accountable to contractual commitments, service-level expectations, and customer satisfaction objectives; Lead recurring service reviews and operational governance meetings; Serve as a senior advocate for AAH hospitals and build relationships with Practice Managers, Regional Directors, Operations leadership, and corporate stakeholders; Monitor CSAT and experience metrics and develop improvement plans; Lead and coordinate key IT initiatives from planning through implementation and operational handoff; Manage multiple concurrent technology projects across a nationally distributed organization; Own IT operational reporting and create monthly, quarterly, and annual IT performance reports; Provide technical guidance and mentorship to Systems Administrators and other internal technology resources; Troubleshoot issues involving endpoints, networking, Microsoft 365, authentication, cloud services, and hospital technology; Maintain high-quality operational documentation, architecture information, asset visibility, standards, and technology inventories

Requirements

Bachelor's degree from an accredited four-year institution in Information Technology, Information Systems, Information Technology Management, Computer Science, or a related field; 8+ years of progressive professional experience in IT support, systems administration, infrastructure, service delivery, or technical operations; 3+ years of IT leadership, service delivery leadership, or technology team management experience; Demonstrated experience leading IT operations within a multi-site or distributed organization; Demonstrated experience managing an MSP, technology service provider, or co-managed IT relationship; Strong project management experience with responsibility for planning and delivering technology initiatives involving multiple stakeholders and vendors; Advanced, hands-on experience administering Microsoft 365 environments; Strong technical knowledge of Microsoft 365, Entra ID, Microsoft Intune, Exchange Online, Microsoft Teams, SharePoint Online, Endpoint Management, Identity & Access Management, Conditional Access, and Security and Compliance; Working knowledge of networking fundamentals and technologies, including firewalls, switches, wireless access points, VPNs, DNS, DHCP, and internet connectivity; Experience with IT service management, ticketing systems, remote monitoring and management platforms, endpoint management, and remote support technologies; Demonstrated ability to manage service metrics, reporting, SLAs, escalations, and customer satisfaction programs; Strong troubleshooting and analytical skills with the technical depth to participate directly in complex escalations; Exceptional customer service, relationship management, and interpersonal skills; Strong written and verbal communication skills; Demonstrated ability to independently manage multiple priorities, projects, vendors, and operational responsibilities in a fast-paced environment; Ability to operate successfully within a fully remote organization and lead geographically distributed resources; Ability to travel periodically as business and project requirements dictate

Nice to have

Veterinary or animal health technology experience; Experience supporting veterinary hospitals, animal health organizations, or other clinical environments; Experience supporting 1,000+ users and/or 100+ geographically distributed locations; Experience designing or operating a co-managed IT support model; Experience leading technology integration for newly acquired or newly onboarded locations; Strong understanding of cybersecurity operations, including EDR/MDR, SIEM, vulnerability management, security awareness, identity protection, and incident response; Experience with ConnectWise, NinjaOne, Auvik, Liongard, Huntress, Microsoft Defender, and IT documentation and knowledge management platforms; Experience supporting specialized veterinary or healthcare technologies, including practice management systems, imaging systems, payment technologies, and clinical equipment; Formal project management experience or certification such as PMP, CAPM, or equivalent; ITIL Foundation or other IT service management certification; Relevant Microsoft certifications

Benefits

Competitive compensation package including salary; Bonus opportunity; Health benefits; Paid time off; Professional development opportunities; Ability to make a meaningful impact across a rapidly growing organization