What are the responsibilities and job description for the Service Desk Lead position at Sage Dental?
Sage Dental Management is a leading, rapidly growing Dental Service Organization (DSO) committed to innovation, excellence, and patient-centered care.
Overview
The Service Desk Lead serves as the senior technical escalation point for the IT Service Desk, providing advanced troubleshooting and resolution across a distributed, primarily Windows-based environment. This role has no direct people-management responsibilities, but functions as a technical authority and operational leader supporting approximately 2,000 employees across 200 remote locations.
This is an on-site position in Boca Raton, requiring strong hands-on technical expertise, excellent communication skills, and the ability to operate calmly and effectively during high-impact incidents.
Responsibilities
Technical Escalation & Incident Resolution
Required Qualifications
Be part of a purpose-driven organization transforming dental care. Collaborate with a passionate, innovative team. Access to cutting-edge technology and professional development resources. Competitive compensation and benefits.
Overview
The Service Desk Lead serves as the senior technical escalation point for the IT Service Desk, providing advanced troubleshooting and resolution across a distributed, primarily Windows-based environment. This role has no direct people-management responsibilities, but functions as a technical authority and operational leader supporting approximately 2,000 employees across 200 remote locations.
This is an on-site position in Boca Raton, requiring strong hands-on technical expertise, excellent communication skills, and the ability to operate calmly and effectively during high-impact incidents.
Responsibilities
Technical Escalation & Incident Resolution
- Act as the primary escalation point for complex and high-impact service desk issues
- Troubleshoot advanced Windows OS, application, and hardware-related problems
- Resolve incidents affecting multiple users or remote locations
- Support and troubleshoot Meraki-based networking issues (wired, wireless, VPN)
- Participate in an on-call rotation (one week at a time)
- Manage and support remote computers using enterprise endpoint management tools such as Endpoint Central
- Perform remote diagnostics, remediation, patching, and configuration management
- Support endpoint lifecycle activities including provisioning, maintenance, and decommissioning
- Ensure endpoint configurations align with security and operational standards
- Provide advanced support for dental practice systems including:
- Dentrix
- Dexis
- Denticon (experience with any is a strong plus)
- Support Microsoft technologies and Windows desktop environments in a distributed enterprise
- Assist with escalated application performance and combatibility issues
- Create and maintain workflow documentation, SOPs, and technical runbooks
- Identify inefficiencies and improve existing processes where necessary
- Standardize escalation paths and troubleshooting procedures
- Contribute to continuous improvement of service desk operations
- Serve as a technical resource and informal mentor for service desk staff
- Collaborate with infrastructure, security, and engineering teams on complex issues
- Assist with incident response activities and major outage troubleshooting
- Communicate technical issues clearly to both technical and non-technical stakeholders
Required Qualifications
- 3 years of experience in a Service Desk, Desktop Support, or similar IT support role
- Required experience managing remote computers using enterprise management software (e.g., Endpoint Central or similar)
- Strong understanding of computer fundamentals and Windows desktop environments
- Experience supporting remote users across multiple locations
- Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Strong written and verbal communication skills
- Ability to document workflows and explain technical concepts clearly
- Experience supporting dental or healthcare IT environments
- Hands-on experience with Dentrix, Dexis, and/or Denticon
- Familiarity with Meraki networking solutions
- CompTIA A and/or Network certifications
- Experience working in regulated or compliance-driven environments
- Familiarity with ITSM tools and ticketing systems
- Strong problem-solving and analytical abilities
- Calm and decisive during high-pressure incidents
- Comfortable acting as a technical authority without people-management responsibilities
- Detail-oriented with a focus on root cause analysis
- Strong customer service mindset
Be part of a purpose-driven organization transforming dental care. Collaborate with a passionate, innovative team. Access to cutting-edge technology and professional development resources. Competitive compensation and benefits.