IT Support Lead

Job Description

Job Description

We're looking for anIT Support Leadto join our team!

Lakefield Veterinary Group is a rapidly growing national network of veterinary practices and hospitals strategically located across the U.S. We provide comprehensive services that support pet health throughout all stages of life, including preventive care, emergency services, specialty care, grooming, and more. Our expansion is driven by acquisitions, where we preserve and honor the independence and local legacy of veterinarians who wish to transition their practices. We believe that how we treat pets and clients, our team members, and our communities' matters, and the way we consistently approach our work with both passion and compassion is by using our core set of values to guide us every day, every time.

Our values are :

• Do the Right Thing. Every Lakefield Team Member is empowered to make the right decisions for the pet, the client, and the practice.
• Fun! We believe having pets is fun and caring for them should be, too. Infusing fun, camaraderie, and a sense of humor into our day-to-day is part of the Lakefield culture.
• Wow Service. Along with providing exceptional care for pets, we are committed to going above and beyond for our clients.
• Respect. Our relationships with our clients, vendors, and fellow Team Members are built on a foundation of respect.
• Learning. We never stop looking for ways to learn and grow. We welcome new ideas and perspectives and offer learning and development opportunities to Team Members in every part of our organization.

Position Summary :

The primary responsibility of the IT Support Lead is to oversee the effective and expedient support of Lakefield Veterinary Group practices within the context of managing incoming phone calls, emails, and IT support tickets. The IT Support Lead will also be responsible for coordinating project-based activities among the Tier 1 team members. Examples of responsibilities include but are not limited to :

Design and manage dashboards within the ticketing system to gain a comprehensive overview of team activities and should make recommendations where applicable to reconfigure the ticketing system to meet company needs.

Supervise IT support activities and complete a daily review of all tickets within the Tier 1 queue to ensure that all tickets are managed in an effective and expedient manner.

Responsible for identifying tickets that do not meet SLAs and coaching the assigned Tier 1 TM on required ticketing expectations and support expectations.

Tier 1 tickets must be evaluated on an administrative basis to ensure that record keeping is being performed, and on a technical basis to ensure that all troubleshooting steps are being performed in a best-practice manner. Any ongoing concerns should be discussed during a weekly scheduled meeting with the IT Operations Manager.

Hosting regular meetings with team members to review tickets, address team member needs, and review projects. Meeting results will be shared with the IT Operations Manager.

Responsible for scheduling team members, including time off requests, to ensure proper coverage during core business hours.

Configuring and deploying IT hardware in a coordinated / timely manner within the context of an IT project or ongoing initiative such as PC replenishment.

Documenting appropriate IT Department asset / configuration information within IT Glue and / or other appropriate repositories, depending on the type of information being handled.

Respond to, diagnose, and resolve technical issues for End Users.

Maintain and improve the imaging system.

Create new software installation packages for use with PDQ Deploy.

Provide remote deployment support for our Acquisition team.

Create and maintain documentation.

Manage hardware inventory and track software licenses.

Qualifications :

1+ years of IT Help Desk Lead experience

2+ years of IT Help Desk experience

1+ years of experience with Active Directory (preferred, not required)

The ability to work on and track multiple tasks at the same time.

Excellent verbal and written communication skills.

Basic knowledge of Windows 10 and Windows 11.

Familiar with Microsoft 365.

Excellent time management skills.

Reliable Transportation.

The ability to reliably commute to the Kent office.

The ability to lift 50 lbs.

Some travel may be required

High school diploma or equivalent.

Job Type : Full Time, Hourly, Non-Exempt

Location : This position is in Kent and is required to be in the office 5 days a week (M F).

Benefits :

PTO

Employee Assistance Program

401K

Medical

Dental

Vision

Voluntary Life

AD&D insurance

Long-term care

Accident, Critical Illness, and Hospital Indemnity

Employer Paid Life

AD&D Employer Paid

STD and LTD

Job Type : Full-time

Benefits :

PTO

Dental insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Paid time off

Vision insurance

Work Location : In person