Manager of Digital Dentistry IT SupportAs the Manager of Digital Dentistry IT Support, you will play a strategic and operational leadership role overseeing the IT support functions for our digital dentistry technologies. You will be accountable for leading both a Level 1 Help Desk team and a Level 2 technical support team, ensuring high-quality, customer-focused service delivery. This role requires a strong IT leadership background, strategic decision-making capabilities, and the ability to drive cross-functional collaboration to scale support operations in alignment with organizational goals.
You will partner with senior IT and clinical leadership to shape support strategies, implement enterprise-wide technology improvements, and align support processes with industry best practices. This role will also ensure compliance with IT governance, cybersecurity standards, and operational KPIs, while fostering a high-performing and empowered team culture.
Key Responsibilities:- Provide vision, leadership, and oversight for a multi-tiered support organization serving digital dentistry platforms.
- Establish and execute departmental goals and roadmaps in line with IT and business objectives.
- Lead performance management initiatives including coaching, professional development plans, succession planning, and team structure optimization.
- Oversee team resource allocation, shift coverage, and workload balancing to support operations
- Serve as a key voice in technology lifecycle planning, vendor evaluation, and IT budgeting related to digital dentistry platforms.
- Define, implement, and monitor support KPIs, SLAs, and operational metrics; produce executive dashboards and reports for senior stakeholders.
- Drive continual service improvement (CSI) through process analysis, automation opportunities, and root cause analysis.
- Enforce ITIL-aligned practices and ensure adherence to data security, HIPAA, and compliance policies.
- Optimize support workflows using ticketing systems (e.g., ServiceNow, Zendesk), remote diagnostic tools, and knowledge management platforms.
- Oversee escalation management for high-priority incidents and systemic technical challenges.
- Ensure Level 1 team effectively handles initial support calls; direct Level 2 team in resolving complex and critical issues.
- Support integration of CAD/CAM systems, intraoral scanners, 3D printers, and related digital dental technologies.
- Collaborate with engineering and product teams to ensure proactive support for system upgrades, rollouts, and interoperability initiatives.
- Act as a liaison with internal business units, dental practices, product development teams, and external technology vendors.
- Represent IT Support in enterprise planning meetings, project rollouts, and innovation initiatives.
- Promote a service-oriented culture that prioritizes the experience of clinicians, technicians, and operational staff using digital dentistry tools.
- Develop and refine troubleshooting workflows to minimize downtime for dental practices.
- Assist in diagnosing and troubleshooting complex hardware and software issues related to intraoral scanners, 3D printers, CAD/CAM software, and other digital dentistry tools.
Required Core Competencies:- Proven leadership in IT support management, ideally in healthcare, dental, or medical technology settings.
- Deep understanding of IT operations, help desk management, and service delivery frameworks (e.g., ITIL).
- Familiarity with healthcare-specific technologies and regulations, including DICOM, HIPAA, and clinical workflow integrations.
- Strong analytical and decision-making abilities, with a results-driven mindset.
- Excellent communication, change management, and interpersonal skills, especially in cross-functional settings.
Education & Experience Requirements:Required:- High School Diploma or GED.
- 2+ years in an IT support leadership role managing help desk or technical support teams.
Preferred:- BS in Information Technology, Computer Science, or related technical field.
- 5+ years in technical support, IT operations, or IT service management.
- Experience managing IT support for digital dentistry platforms such as iTero, 3Shape, SprintRay, and Formlabs.
- Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft MCP
Annual Salary Range: $119,000-$140,000 plus 10% bonus, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match
