IT Support & Project Manager (Remote)

PetVet Care Centers is dedicated to improving the lives of animals and people through exceptional care. The IT Support & Project Manager is responsible for overseeing IT support operations and leading strategic technology initiatives to enhance hospital performance and growth.

Responsibilities:

• Lead day-to-day IT support services for full enterprise
• Supervise and develop IT support staff, including performance management and coaching
• Establish service level expectations and monitor KPI performance (response time, resolution time, customer satisfaction)
• Manage escalation processes and critical incident response
• Coordinate third-party vendors and managed service providers
• Drive standardization of support workflows and documentation
• Lead enterprise and divisional technology initiatives from planning through deployment
• Develop detailed project charters, timelines, budgets, and communication plans
• Manage system implementations, integrations, infrastructure upgrades, and acquisitions onboarding
• Facilitate stakeholder alignment and executive-level reporting
• Identify risks and proactively manage mitigation strategies
• Oversee change management and user adoption strategies
• Partner with the CIO on divisional IT strategy and roadmap alignment
• Assist in budget planning and cost control for IT initiatives
• Identify opportunities for automation, process optimization, and operational efficiencies
• Develop dashboards and executive reporting for IT performance and project tracking
• Ensure scalable systems that support growth and acquisition activity
• Lead people, not just processes
• Build accountability structures within the support team
• Drive continuous improvement initiatives
• Influence hospital leadership without direct authority
• Balance service responsiveness with long-term strategic execution
• Operate independently with regular executive-level communication

Requirements:

• Bachelor's degree in Information Technology, Business, or related field (or equivalent experience)
• 5+ years of progressive IT leadership experience
• 3+ years managing IT support teams and service operations
• Demonstrated experience leading cross-functional technology projects
• Strong financial and operational acumen
• Experience supporting multi-site healthcare or veterinary organizations
• Familiarity with veterinary PIMS and imaging systems
• Experience supporting acquisition integration