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IT Manager - Infrastructure and Service Desk

Department: Information Technology
Location: Portland, OR

General Summary: 

The primary objective of this position is to rapidly resolve technology issues that are reported through a ticket system. The position requires a technical hands-on leader who is responsible for delivering a world class support experience for our internal and external users as well as our partners. This position requires both hard/soft skills, with the ability to get into the weeds with complex technical issues as well as think big picture and effectively lead and motivate his/her team to exceed performance expectations.

This position is responsible for providing first tier technology support to both internal and external customers. Most tier two support functions will be performed by our internal Technology Team that resides in Tulsa, OK. However, there are some systems (Phone systems, and local network that this person and their team would be responsible for supporting. This individual must possess excellent communication skills and act as a liaison between end users, the Tulsa IT team, and our partners and vendors.

Essential Duties: 

Include, but are not limited to the following.   Management reserves the right to assign or reassign duties and responsibilities at any time.

  • Oversee all technology operations (e.g. network security) and evaluate them according to established goals
  • Analyze the business requirements of all departments to determine their technology needs
  • Purchase efficient and cost effective technological equipment and software
  • Inspect the use of technological equipment and software to ensure functionality and efficiency
  • Identify the need for upgrades, configurations or new systems and report to upper management
  • Control budget and report on expenditure
  • Assist in building relationships with vendors and creating cost-efficient contracts
  • Define team goals, lead staff to achieving desired results, and be accountable for team performance.
  • Foster positive end user relationships and drive customer satisfaction.
  • Gather and report operational metrics, accomplishments, and priorities in a weekly leadership meeting. 
  • Monitor ticket volume and performance metrics and support your team in exceeding expectations, including corrective action if necessary.  
  • Responsible for IT operations and support at the Portland and PA offices
  • Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
  • Continuous improvement of Tier 1 support, desktop administration, and telecom delivery to our employees.
  • Define and implement processes and procedures for supporting all departments across the organization.
  • Develop and maintain Technical Support/knowledge base.
  • Administration and support of Mitel Phone system and its related applications
  • Frontline technical support for external customers for all eCommerce, Partners, and data integration software
  • Escalation and resolution of software issues to the development team
  • Escalation and resolution of third-party software/systems issues by the PDX support team
  • Other duties as assigned.


In addition to the job-specific responsibilities listed above, all employees are expected to support and model VetSource’s Core Value Principles:  Do the right thing every time; Treat others the way you want to be treated; Embrace Change;  Be innovative; Get it done; Work hard, have fun!  Employees will be held accountable for knowledge and effective application of these principles.


Experience and Qualifications: 


  • Highly technical, analytical, with experience managing technical teams to provide services that meet the needs of the business today and going forward.
  • Have a genuine passion for providing excellent customer service, having excellent customer service skills with ability to effectively diffuse and resolve customer complaints.
  • Demonstrate de-escalation skills
  • Must be team-oriented, possess a positive attitude and work well with others.
  • Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
  • Excellent verbal, written, and interpersonal communications
  • Plan, organize and coordinate work to meet established deadlines and accommodate rapidly changing priorities.
  • Strong conflict resolution skills
  • Ability to communicate and partner with other departments in order to identify and assist in the development of enhanced processes and procedures.
  • Facilitate process improvement projects with the team based on sound data analysis.
  • Proven ability to lead teams toward organizational goals with successful outcomes
  • PCI experience is a plus


Supervisory Responsibilities:   Manage and direct the Information Technology Team

  • Oversight of all day to day activities as well as the personnel activities of hiring, conducting quarterly coaching conversations, including review of performance and goal setting for next quarter.
  • Discipline, training and staff development.
  • Meets regularly with staff.
  • Provide staff with feedback regarding performance metrics to include correction action if necessary.
  • Responsible for coaching, mentoring, motivating and retaining staff.



  • Bachelors or Associate technical degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience in addition to the minimum experience requirement.
  • Minimum of 5+ year’s professional or technical experience in IT with a strong background in all aspects of customer service and project management.
  • At least 2 years current management experience that demonstrates proficiency in leadership techniques and management of resources.

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