Specialized Dental Partners
Overview
Job Summary:
Specialized Dental Partners is seeking a dedicated Service Desk Manager to oversee our IT support operations. The Service Desk Manager will be responsible for managing a team of Level 1 Engineers, ensuring they provide high-quality support to our practices. This role requires excellent troubleshooting skills and a deep understanding of computer hardware and software applications. The manager will handle user training and implementation, requiring strong communication and customer service skills. They will monitor the Service Desk ticketing system, ensuring timely responses and accurate documentation of repairs and services.
The Service Desk Manager will also collaborate with Level 2+ Engineers on ticket management and project scheduling. A key responsibility will be overseeing contracted support services to ensure they meet our internal standards. The manager will help develop and enforce these standards, promoting trust and reliability in our IT support. Additionally, they will document and lead projects stemming from Service Desk tickets. The ideal candidate will be able to work effectively under pressure, multitask, and prioritize tasks to meet established deadlines.
About Specialized Dental Partners:
Specialized Dental Partners connects and supports a national network of growth-minded clinicians, working together to create the highest level of experiences and outcomes for patients, and to advance our specialties. By sharing best demonstrated practices and key learnings, challenging each other to push past comfort zones, and encouraging everyone to think bigger, our partners achieve a higher level of success - while feeling invigorated, connected and content in our careers and at home. With partners from the specialties of Endodontics, Periodontics, and Oral & Maxillofacial Surgery, we are revolutionizing oral health care and changing lives.
Our Mission: To drive meaningful opportunity and growth for our teammates as we pursue excellence together.
Our Vision: To spread the life-changing power of oral health by revolutionizing how dental specialists and teams work together, transforming the lives of patients and the people who serve them.
Responsibilities
Key Responsibilities:
Monitor the Service Desk ticketing system, respond promptly to technical user problems, and document repairs/services. Oversee customer service satisfaction and SLA compliance, ensuring outsourced support provides timely and high-quality service. Ensure first touch is happening on all IT support tickets and proper escalation processes are followed by each teammate. Assist in developing IT Support practices to foster trust and reliability in our internal IT team. Collaborate with Level 2+ Engineers on ticket management and communication and assist with follow-ups and scheduling installs/projects as needed. Create clear, step-by-step end-user instructions and provide remote support. Lead a team of Level 1-3 Service Desk Technicians, providing clear direction for their daily tasks. Multi-task, problem-solve, and manage time effectively between tickets and projects. Document and lead projects that arise from Service Desk tickets. Help establish standards for the Service Desk. Work efficiently under pressure, prioritize tasks accurately, and complete them within established time frames. Assume responsibility and exercise good judgment in decision-making within the scope of the position. Communicate resolutions to clients with patience and understanding Be a point of escalation for our Operations partners to ensure timely response on urgent tickets. Ensure our ticket systems is configured for easy and accurate reporting on key metrics. Qualifications
Requirements:
3+ years' experience supporting Microsoft Products 5+ years' experience working as an IT Support Technician 2+ years' experience as leading an IT Service Desk Preferred Qualifications:
Excellent telephone skills and ability to use Remote Access. Understanding of computer systems, networks, hardware, software, and related technology. Experience with service desk software and tools such as ServiceNow, Halo, or Zendesk. Experience in leading and managing a team, including hiring, training, and performance management. Ability to manage projects, including planning, execution, and monitoring progress. Skills in developing and implementing strategies to improve service desk performance and customer satisfaction. Ability to analyze service desk metrics and data to identify trends, problems, and areas for improvement. Strong problem-solving skills to diagnose issues and implement effective solutions. Prior experience in a supervisory or managerial role, preferably within a service desk or IT support environment. We Offer
Competitive Compensation Comprehensive Benefits Package for Full Time Employees: Medical, Dental, Vision, 401K, Flexible Spending Accounts, Paid Time Off, Paid Holidays and much more!
Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
The salary range for this role is $80,000 - $90,000 per year. At Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices, we are committed to ensuring fair and equitable pay for all employees. We adhere to all applicable federal, state, and local laws regarding pay equity and non-discrimination. Our compensation practices are designed to ensure that employees are paid fairly based on their role, experience, performance, and contributions to the company, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where all employees feel valued and respected.
Job Summary:
Specialized Dental Partners is seeking a dedicated Service Desk Manager to oversee our IT support operations. The Service Desk Manager will be responsible for managing a team of Level 1 Engineers, ensuring they provide high-quality support to our practices. This role requires excellent troubleshooting skills and a deep understanding of computer hardware and software applications. The manager will handle user training and implementation, requiring strong communication and customer service skills. They will monitor the Service Desk ticketing system, ensuring timely responses and accurate documentation of repairs and services.
The Service Desk Manager will also collaborate with Level 2+ Engineers on ticket management and project scheduling. A key responsibility will be overseeing contracted support services to ensure they meet our internal standards. The manager will help develop and enforce these standards, promoting trust and reliability in our IT support. Additionally, they will document and lead projects stemming from Service Desk tickets. The ideal candidate will be able to work effectively under pressure, multitask, and prioritize tasks to meet established deadlines.
About Specialized Dental Partners:
Specialized Dental Partners connects and supports a national network of growth-minded clinicians, working together to create the highest level of experiences and outcomes for patients, and to advance our specialties. By sharing best demonstrated practices and key learnings, challenging each other to push past comfort zones, and encouraging everyone to think bigger, our partners achieve a higher level of success - while feeling invigorated, connected and content in our careers and at home. With partners from the specialties of Endodontics, Periodontics, and Oral & Maxillofacial Surgery, we are revolutionizing oral health care and changing lives.
Our Mission: To drive meaningful opportunity and growth for our teammates as we pursue excellence together.
Our Vision: To spread the life-changing power of oral health by revolutionizing how dental specialists and teams work together, transforming the lives of patients and the people who serve them.
Responsibilities
Key Responsibilities:
Monitor the Service Desk ticketing system, respond promptly to technical user problems, and document repairs/services. Oversee customer service satisfaction and SLA compliance, ensuring outsourced support provides timely and high-quality service. Ensure first touch is happening on all IT support tickets and proper escalation processes are followed by each teammate. Assist in developing IT Support practices to foster trust and reliability in our internal IT team. Collaborate with Level 2+ Engineers on ticket management and communication and assist with follow-ups and scheduling installs/projects as needed. Create clear, step-by-step end-user instructions and provide remote support. Lead a team of Level 1-3 Service Desk Technicians, providing clear direction for their daily tasks. Multi-task, problem-solve, and manage time effectively between tickets and projects. Document and lead projects that arise from Service Desk tickets. Help establish standards for the Service Desk. Work efficiently under pressure, prioritize tasks accurately, and complete them within established time frames. Assume responsibility and exercise good judgment in decision-making within the scope of the position. Communicate resolutions to clients with patience and understanding Be a point of escalation for our Operations partners to ensure timely response on urgent tickets. Ensure our ticket systems is configured for easy and accurate reporting on key metrics. Qualifications
Requirements:
3+ years' experience supporting Microsoft Products 5+ years' experience working as an IT Support Technician 2+ years' experience as leading an IT Service Desk Preferred Qualifications:
Excellent telephone skills and ability to use Remote Access. Understanding of computer systems, networks, hardware, software, and related technology. Experience with service desk software and tools such as ServiceNow, Halo, or Zendesk. Experience in leading and managing a team, including hiring, training, and performance management. Ability to manage projects, including planning, execution, and monitoring progress. Skills in developing and implementing strategies to improve service desk performance and customer satisfaction. Ability to analyze service desk metrics and data to identify trends, problems, and areas for improvement. Strong problem-solving skills to diagnose issues and implement effective solutions. Prior experience in a supervisory or managerial role, preferably within a service desk or IT support environment. We Offer
Competitive Compensation Comprehensive Benefits Package for Full Time Employees: Medical, Dental, Vision, 401K, Flexible Spending Accounts, Paid Time Off, Paid Holidays and much more!
Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices are proud to be Equal Opportunity Employers. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
The salary range for this role is $80,000 - $90,000 per year. At Specialized Dental Partners, its affiliates, related companies and independently owned supported clinical practices, we are committed to ensuring fair and equitable pay for all employees. We adhere to all applicable federal, state, and local laws regarding pay equity and non-discrimination. Our compensation practices are designed to ensure that employees are paid fairly based on their role, experience, performance, and contributions to the company, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We regularly review our compensation practices and conduct pay equity audits to identify and address any disparities. By fostering a culture of transparency and fairness, we aim to create an inclusive workplace where all employees feel valued and respected.