What are the responsibilities and job description for the Director, IT Service Desk position at Specialty Dental Brands?
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!