Service Desk Manager

Description The Service Desk Manager leads the team that supports Southern Orthodontic Partners’ practices and the central support team. When something breaks or someone needs help, this team picks up. The job is to make that help fast, consistent, and friendly, and to cut down how often people need it in the first place. This person will build and lead the team, put our service standards into practice, and run the desk day to day. The role needs someone who leads from the floor, reads the ticket data closely, and understands that a down workstation during patient hours is a patient problem, not just an IT problem.

Essential Job Functions*:

• Lead, coach, and develop a team of Senior Service Desk Technicians and Service Desk Technicians (Level 1 and Level 2), including hiring, onboarding, scheduling, and weekly performance connects.
• Run daily service desk operations across all partner practices and the central support team, making sure tickets are classified, prioritized, and worked against P1–P4 response and resolution targets.
• Maintain and improve the escalation model between Level 1, Level 2, Infrastructure, and Cybersecurity, so tickets reach the right people with the right information the first time.
• Act as Incident Manager for major incidents affecting practices, coordinating restoration, keeping practice and central support leaders updated on a set schedule, and leading post-incident reviews.
• Run problem management: spot recurring issues in the ticket data and drive them to root cause and a permanent fix.
• Build and maintain the IT service catalog and request models for onboarding, offboarding, access, hardware, and software requests.
• Own the knowledge base, making sure resolutions are documented and reused, and that common requests shift to self-service.
• Track and report service desk performance, including SLA compliance, first contact resolution, reopen rate, escalation rate, and customer satisfaction, in terms leadership and practices can act on.
• Serve as a working partner to practice managers and regional operations leaders, learning how each practice works and adjusting support to fit.
• Partner with field services and endpoint services on new practice onboarding, go-live support, and device lifecycle needs.
• Keep service desk practices aligned with HIPAA and company security requirements, including access requests, offboarding, and handling of suspected security incidents.
• Manage after-hours and on-call coverage for P1 and P2 issues.
• Proven experience leading a service desk or end user support team, ideally in healthcare, dental, or another multi-site, clinic-based model.
• Strong working knowledge of ITIL-based incident, request, problem, and knowledge management.
• Hands-on experience with a PSA or ITSM platform, including queue design, workflows, SLAs, and reporting.
• Working knowledge of Microsoft 365, Intune, and Entra ID from a support and administration standpoint.

Requirements Minimum Requirements:

• Bachelor’s degree in information systems or a related field, or equivalent work experience
• 5+ years of IT support experience, including 2+ years leading a service desk or support team
• Experience supporting a distributed, multi-site organization
• Experience setting and managing to SLAs and service desk KPIs
• Ability to travel to partner practices as needed (approximately 10%)

Preferred

• Experience building or scaling a service desk team in a growing organization
• Experience supporting a multi-site healthcare organization, such as dental, medical, or other clinic-based practices
• Familiarity with orthodontic or dental practice management, imaging, and patient engagement platforms
• ITIL 4 Foundation certification