Director, IT Service Desk at Specialty Dental Brands

Nashville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Jun, 26

Salary

0.0

Posted On

01 Apr, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Desk, Help Desk, Leadership, Operational Excellence, Service Management, Problem-Solving, Communication, Stakeholder Management, Zendesk, Continuous Improvement, KPI Reporting, Team Leadership, Vendor Management, Healthcare, ITIL, PMP

Industry

Hospitals and Health Care

Description

Description About Us Website: Specialty Dental Brands At Specialty Dental Brands, we’re more than a Dental Support Organization—we’re a team committed to empowering specialty dental practices to deliver exceptional patient care. As we continue to grow across multiple markets, we’re building a best-in-class support infrastructure to serve our practices, providers, and patients. We’re looking for a Director, IT Service Desk to lead and elevate our IT support function—ensuring seamless, reliable service across our clinical and corporate environments. Position Summary The Director, IT Service Desk is responsible for the overall leadership, performance, and continuous improvement of the IT Service Desk function. This role owns end-to-end service delivery across Tier 0, Tier 1, and Tier 2 support, ensuring timely incident resolution, a consistent and high-quality customer experience, and strong adherence to SLAs. This leader will build and drive a customer-first, metrics-driven service desk organization that supports multi-site dental practices, clinical systems, and corporate operations in a fast-paced, regulated healthcare environment. Requirements Service Desk Leadership & Operations Own day-to-day operations of the IT Service Desk, including Tier 0–2 support teams, supervisors, and leads Ensure consistent coverage across business hours, on-call rotations, and after-hours support Serve as the final escalation point for high-impact incidents impacting patient care, revenue cycle, or practice operations Establish and maintain clear escalation pathways across Infrastructure, Clinical Systems, and Security teams Performance, SLAs & Continuous Improvement Define, track, and continuously improve SLAs for response and resolution across all ticket priorities Own monthly and quarterly KPI reporting, using data to drive performance and decision-making Optimize service desk workflows, documentation, and ticket lifecycle processes (intake, categorization, escalation, closure) Ensure effective use of ticketing platforms (e.g., Zendesk) to support automation, reporting, and transparency Team Leadership & Culture Lead, mentor, and develop a high-performing team of IT professionals Foster a culture of accountability, ownership, and proactive service delivery Partner with cross-functional teams to support evolving technology needs across the organization Vendor & Stakeholder Management Manage third-party IT support providers and field service vendors Build strong relationships with internal stakeholders, including IT leadership, Operations, and executive teams Oversee vendor performance and support contract negotiations What You Bring 7+ years of experience in IT Service Desk or Help Desk environments Proven experience supporting multi-site healthcare and/or dental organizations Strong leadership experience managing IT teams and driving operational excellence Expertise in service management tools such as Zendesk (or similar platforms) Excellent problem-solving, communication, and stakeholder management skills ITIL, PMP, or other relevant certifications are a plus Why Join Specialty Dental Brands? Be part of a growing, mission-driven organization supporting patient care nationwide Lead transformation within a high-impact, enterprise IT function Collaborate with a dynamic and supportive leadership team Competitive compensation + benefits including PTO, 401(k), and more Apply today and help us build a best-in-class IT experience that supports our providers, teams, and patients every day!

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Responsibilities

The Director, IT Service Desk is responsible for leading the IT Service Desk function, ensuring high-quality service delivery across multiple support tiers. This role includes managing incident resolution, performance metrics, and team development.