IT Manager

At Hello Vet, we are on a mission to reinvent veterinary care for pets and the people who love them. During our collective decades in the veterinary industry, we observed numerous pain points for both pet owners and veterinary professionals, ultimately concluding that through intentional design and innovations in technology, we could deliver a better experience.

Our first clinic successfully opened in London Fields in July. We have opened a clinic every 3 months since then, and we have big plans for the future. We're backed by investors who take a long term approach to growth, and 17 vets have put their savings behind our team's experience and vision, which will allow us to bring modern veterinary care to more practitioners and pet owners.

In a world where over 60% of vet clinics are now owned by large corporate groups, we want to offer an alternative. We’re proud to do things differently: we’re the UK’s first clinic designed to let you stay with your pets during procedures, including anaesthetic and recovery. Our clients can message the same clinic team they will see in person, via Whatsapp, free of charge. We deeply care about pricing transparency and exploring treatment options for any budget. We designed veterinary care to fit into peoples busy lives, offering same & next day appointments, 7 days/week.

As our IT Manager, you shall be a proactive and strategic person to oversee and enhance our IT operations across all locations. This role involves managing a predominantly macOS environment, supporting printers and wireless networks, and leading IT initiatives as we scale. You will be responsible for the overall IT strategy, implementation, and maintenance, working closely with internal teams and external partners.

As a member of a small headquarters team, we expect you to be an extremely hands-on professional. You will perform activities associated with installing, diagnosing, maintaining and servicing computer-related products, including but not limited to desktop & laptop computers, printers, networking equipment with travel between sites to support uses.

We build some of our systems in-house, so you need to be a quick learner as well and work closely with our tech and product teams to deploy and support new functionality.

User Support:

• Act as the first line of support for technical issues, ensuring timely and effective resolution and escalation to other teams.
• Maintain accurate documentation of support activities and solutions.
• Develop and provide training for end-users on IT policies, macOS best practices, and security awareness.

IT Infrastructure Management:

• Develop IT strategies and detailed plans to support current operations and future growth, including the setup of new sites.
• Execute these plans, assist with installing and setting up equipment at new locations (currently all London based).
• Oversee the management of macOS devices, ensuring optimal performance, security, and compliance (we use Mosyle MDM).
• Configure, maintain, and troubleshoot wireless networks and ensure reliable connectivity across all sites (we use Ubiquiti products).
• Collaborate with external IT vendors and service providers for procurement, support, and implementation of new technologies.
• Support and maintain desktop & label printers.
• Assist with the deployment and configuration of software and updates.
• Ensure the security of all IT systems, implementing best practices and compliance with relevant regulations.

• Excellent troubleshooting and problem-solving skills.
• Strong decision-making skills with the ability to prioritise and manage competing demands.
• Clear and confident communicator, able to share insights across teams and explain what’s working, what isn’t, and why.
• Collaborative team player, with the ability to work cross-functionally.
• Strong knowledge of macOS and Windows systems, network infrastructure, and wireless technologies.
• Strong proficiency with MDM tools, cybersecurity best practices, and IT infrastructure planning.
• Proven experience in managing multiple projects across various locations.
• Excellent communication and interpersonal skills, with the ability to convey complex technical information to non-technical stakeholders.
• Ability to work independently and as part of a team.
• 3+ years of experience in IT management or a hands-on IT role, particularly in a small to medium-sized business environment.
• Experience in supporting multi-site operations is highly desirable.
• Certifications (preferred but not required): ITIL, PMP, Apple Certified Support Professional (ACSP), or similar.
• Right to work in the UK.