Project Manager and Support Engineer - Remote

PetVet Care Centers seeks a Project Manager and Support Engineer to deliver IT projects, provide advanced technical support, and improve operational processes across the organization. The role coordinates with internal teams and vendors, handles escalations and purchasing support, and helps develop service desk workflows and documentation.

Responsibilities:

• Manage and independently execute assigned ITS projects from planning through implementation and post-deployment follow-up
• Develop and maintain project plans, action items, timelines, dependencies, and stakeholder communications
• Coordinate technical resources, business stakeholders, vendors, contractors, and third-party service providers
• Partner with ITS Project Deployment Specialists on larger initiatives while independently owning smaller or specialized projects
• Support technology migrations, application transitions, system implementations, infrastructure refreshes, acquisitions, and other enterprise technology initiatives
• Provide hands-on technical assistance during deployments, migrations, and cutovers when required
• Validate completed implementations and ensure outstanding issues are documented, assigned, and
• Provide advanced technical support for complex hardware, software, Microsoft 365, network, access, application, and end-user technology issues
• Take ownership of escalated technical issues and coordinate resolution across internal ITS teams, the managed service provider, and other vendors
• Investigate recurring issues, contribute to root-cause analysis, and recommend long-term corrective actions
• Support executives, corporate users, and hospital teams as needed and serve as a technical resource to other ITS team members
• Participate in troubleshooting and technical validation during project deployments and production issues
• Own or assist with assigned IT purchasing requests, including validation of technical requirements and selection of appropriate equipment or solutions
• Coordinate with internal stakeholders, vendors, and purchasing resources throughout the procurement process
• Track outstanding requests, communicate status, and escalate exceptions or delays as appropriate
• Help establish standardized purchasing, intake, approval, and fulfillment processes that can transition to the internal service desk
• Document ITS support, purchasing, escalation, and fulfillment processes and contribute to knowledge articles, standards, and playbooks
• Participate in implementation and continued development of PetVet's IT service management platform and service workflows
• Help identify services and responsibilities that should transition to the future internal service desk
• Provide advanced escalation support, technical guidance, and knowledge transfer as the service desk matures
• Identify opportunities to improve service quality, consistency, efficiency, and the end-user experience

Requirements:

• Significant professional experience supporting enterprise IT environments, preferably across multiple sites or locations
• Demonstrated experience independently delivering technology projects, migrations, deployments, or implementations
• Strong troubleshooting and problem-solving skills across end-user computing, software, networking, identity/access, and related technologies
• Experience providing advanced or escalated technical support
• Strong understanding of Microsoft Windows and Microsoft 365 environments, with working knowledge of Active Directory and/or Microsoft Entra ID
• Understanding of networking fundamentals including TCP/IP, DHCP, DNS, wireless networking, and VPN technologies
• Experience working with third-party vendors, managed service providers, telecom providers, or technical contractors
• Excellent written and verbal communication skills and the ability to communicate technical information to non-technical users
• Strong organizational skills with the ability to manage multiple projects, requests, and priorities simultaneously
• Ability to work independently while collaborating effectively across technical and business teams
• 7+ years of progressive IT support, infrastructure, field services, deployment, or project experience
• Experience supporting distributed or multi-site organizations
• Experience with Microsoft 365, SharePoint, OneDrive, Teams, Intune, or related Microsoft technologies
• Experience with VoIP/telecommunications projects, ITSM platforms, technology procurement, or vendor management
• Experience developing technical documentation, implementation playbooks, or knowledge-base content
• IT certifications such as CompTIA, Microsoft, networking, or related certifications are a plus
• Formal project-management experience or certification is a plus but not required