IT Services Manager

General Overview

Imagen Dental Partners is a community of the best players in the game. We surround the industry’s top dental experts with deep business expertise, resulting in the highest performing practices in the nation. We are the home for the exceptional, technology driven dentist. We strive for excellence in all that we do, supporting high achievers who embrace innovation. Founded by highly experienced industry experts we are expanding our footprint at tremendous speed. As a fast-growing startup, we look for people hungry for growth, who get things done, and are energized by a high-intensity environment.

We’re building a culture at Imagen where ‘A’ players can do their best work. Developing powerful leaders and world class culture that generate revolutionary results. That’s why our top priority is creating an environment in which talented people excel, collaborate, and do the most influential work of their careers. We value new ideas, fresh perspectives, and unique voices. Every day. We lead. We forge our own path in the marketplace. No one’s been where we’re going. And that’s just how we like it. We strive to make the lives of everyone associated with our partner practices better. To bring a smile to every face. We create community — and inspire that community to become a movement.

We are pioneering our own path to become Dentistry’s top player.

We trust amazing people to do amazing things.

Let’s grow together

The Role

The IT Services Manager role is responsible for providing overall leadership and management of Imagen’s field IT Services operations, including management of multiple service providers (MSPs), projects, escalations and KPIs. This role is expected to execute the planning, design, and improvement of critical information technology services according to best practices, while ensuring a high level of customer service across our practices. The IT Services function encompasses ITIL and ITSM spectrums, problem management, incident management, asset management, capacity planning, user support, service strategy, operational reporting, and more.

This leader will be instrumental in shaping the vision and building a customer-centric IT Services capability and high performing team of technology experts. In addition, this role will be responsible for establishing and maintaining scalable and effective standards, policies, and procedures to deliver a friction free experience with technology in our dental practices.

The right candidate will be a self-motivated builder who is an expert working cross functionally while maintaining a strong customer focus. Ideal candidates will thrive in a fast-paced environment, be comfortable navigating ambiguity, love metrics, hate technical debt and be obsessed with putting our patients first.

Responsibilities

• Lead the IT service management framework through multiple managed service providers.
• Drive practice level IT projects in partnership with Imagen and MSP stakeholder groups
• Create and manage strong vendor relationships to enable scale and flexibility.
• Optimize infrastructure performance, ensure security and tech reliability for dental practices.
• Develop and implement Service Desk policies, processes, and procedures including effectively communicating operational status of all Service Desk functions.
• Monitor performance of IT service levels to determine productivity levels.
• Assess vendors and develop standards for new hardware and software.
• Handle practice business critical IT situations with Imagen IT and MSPs.
• Establish and manage processes to ensure effective support coordination across IT functions, third parties, and business teams.
• Develop Service Desk management strategies, identify staff, tools and support requirements as necessary to ensure that Service Desk operations provide quality customer service and incident resolution within SLAs.
• Oversee problem resolution to identify trends, root cause, or problem areas and ensure that support procedures are being followed; identify opportunities to eliminate issues.
• Coordinate effective projects and knowledge transitions.
• Serve as point of contact for escalation on major service disruptions and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
• Build and continually develop relationships with the teams across the organization.
• Evaluate key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
• Collaborate with other Imagen stakeholder groups to serve internal customers as well as support and achieve department goals and initiatives
  
  

Qualifications

• Bachelor’s degree in computer science, Management Information Systems, or related field of study.
• 8 years of experience providing technology services or infrastructure support
• 3 years leading a distributed team
• Advanced knowledge of ITIL and ITSM best practices and service desk operations
• ITILv4 and/or PMP certifications are preferred.
• Experience building 3rd party vendor relationships
• Broad understanding of IT concepts, ITIL best practices, and network architecture.
• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.
• Environment requires the ability to work in a fast-paced office where daily challenges occur, and volumes can be heavy.
• On-call and occasional hours outside normal business according to business needs.
• May be required to travel up to 10%.
• Must be able to lift 50 pounds.
  
  

Our commitment to inclusion is woven into the core of who we are. We believe that we are strongest when we embrace the voices of our team members, patients, partners, and the communities we serve.

We are committed to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, status as a covered veteran, or any other class protected by federal, state, and local laws.