Lead IT Service Desk Technician
29 days ago
Denver
Job Description Western Veterinary Partners (WVP) is a people-centric veterinary support organization that acquires, invests in, and supports veterinary practices across the contiguous United States. With a strong focus on growth, WVP partners with practices post-acquisition by providing non-clinical business support services. Post-acquisition, WVP supports its partner practices in achieving our collective goals to recruit and retain doctors, staff, and serve the clients in the communities we operate in. Headquartered in Denver, CO, we are driven by our values of integrity, collaboration, alignment, growth, support, and relationships. We are currently seeking a Lead IT Service Desk Technician to oversee Tier 1 service requests and manage Tier 2 escalations from team members. In this role, you will ensure the team meets established SLAs, adheres to defined procedures, and consistently applies ITIL-based service delivery practices. You will take ownership of small individual and team-driven projects, completing them with minimal oversight while maintaining high standards of quality and efficiency. This position is a full-time, salaried position and will support hybrid work. Candidates must be local to the Denver market. Key Responsibilities: • Troubleshoot user technical service requests utilizing the ITSM system. Take ownership of achieving resolution for the user by troubleshooting, coaching, or escalating. Take ownership of the relationship with the user by communicating effectively, setting expectations, and following up to verify satisfaction., • Act as a liaison between various user groups and the IT Department to communicate problems and possible solutions., • Develop new and maintain existing technical procedures, documentation, and operational instructions., • Identify and deliver against process improvement opportunities within the Service Desk team., • Read, understand, and follow technical or other complex materials required for the job., • Communicate effectively with users both in writing and verbally., • Coordinate small project efforts amongst fellow teammates and other teams., • Work with little to no daily direct supervision., • Set an example of continuous learning both in technical skills and business processes., • Encourage and facilitate the sharing and documentation of team knowledge., • Provide performance feedback to team members when appropriate., • Perform other duties as assigned.Qualifications:, • Minimum 3 years in an IT help desk or technical support role., • Associate degree in a Computer Science related discipline; bachelor’s degree preferred., • Technical Skills:, • Proficiency in Windows and/or macOS environments., • Familiarity with Microsoft 365, Active Directory, and remote desktop tools., • Basic understanding of networking concepts (TCP/IP, VPN, Wi-Fi)., • Experience with ticketing systems and IT documentation tools., • Soft Skills:, • Strong communication and customer service abilities., • Eagerness to learn, adapt, and grow within the IT field., • Problem-solving mindset with attention to detail., • Leadership potential and interest in mentoring others over time.Personal Attributes:, • Curious and self-motivated: Naturally inquisitive and eager to learn new technologies., • Dependable: Reliable, punctual, and committed to providing excellent service., • Collaborative: Works well in a team setting, supporting peers and sharing knowledge., • Empathetic: Understands user frustrations and provides solutions with patience and understanding., • Proactive: Anticipates needs, identifies potential issues early, and takes initiative to improve processes., • Professional demeanor: Maintains a positive attitude and represents the IT department with integrity., • Leadership mindset: Seeks opportunities to take ownership, guide others, and contribute to long-term team success. Our salary ranges are primarily determined by role, level, and location. The compensation range for this opportunity is $57,000 - $75,000. The range provided for each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. The Company offers competitive compensation along with a comprehensive benefits package, including medical, dental, and vision benefits, vacation, sick leave, 401(k), and more depending on location. You will be provided more detailed information about compensation and benefits for your specific location. Where required under applicable law, WVP provides eligible employees with paid sick leave, health emergency leave, and similar benefits programs, all in accordance with the requirements of state and local law depending on the location of the practice you support. WVP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, genetic information, or any other protected characteristic. Hiring decisions will be based on merit, qualifications and business needs. The application window will be open for the next two weeks ending November 28, 2025. This opportunity will remain online based on business needs which may be before or after the two-week window. *This role is not open to receiving agency candidates and any contingent submissions will not be honored. #LI