Director, IT Service Desk

Specialty Dental Brands•Nashville, TN

45m

About The Position

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

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

Nice To Haves

ITIL, PMP, or other relevant certifications are a plus

Responsibilities

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
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
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
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