Manager of Digital Dentistry IT Support

TAG - The Aspen Group•East Syracuse, NY

7d•$119,000 - $140,000

About The Position

The Aspen Group (TAG) is seeking a Manager of Digital Dentistry IT Support to oversee IT support functions for digital dentistry technologies. This role involves leading Level 1 Help Desk and Level 2 technical support teams, ensuring high-quality, customer-focused service delivery. The position requires strong IT leadership, strategic decision-making, and cross-functional collaboration to scale support operations. The Manager will partner with senior IT and clinical leadership to shape support strategies, implement technology improvements, and align support processes with best practices. Key responsibilities include ensuring compliance with IT governance, cybersecurity standards, and operational KPIs, while fostering a high-performing team culture.

Requirements

Proven leadership in IT support management, ideally in healthcare, dental, or medical technology settings.
Deep understanding of IT operations, help desk management, and service delivery frameworks (e.g., ITIL).
Familiarity with healthcare-specific technologies and regulations, including DICOM, HIPAA, and clinical workflow integrations.
Strong analytical and decision-making abilities, with a results-driven mindset.
Excellent communication, change management, and interpersonal skills, especially in cross-functional settings.
High School Diploma or GED.
2+ years in an IT support leadership role managing help desk or technical support teams.

Nice To Haves

BS in Information Technology, Computer Science, or related technical field.
5+ years in technical support, IT operations, or IT service management.
Experience managing IT support for digital dentistry platforms such as iTero, 3Shape, SprintRay, and Formlabs.
Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft MCP

Responsibilities

Provide vision, leadership, and oversight for a multi-tiered support organization serving digital dentistry platforms.
Establish and execute departmental goals and roadmaps in line with IT and business objectives.
Lead performance management initiatives including coaching, professional development plans, succession planning, and team structure optimization.
Oversee team resource allocation, shift coverage, and workload balancing to support operations.
Serve as a key voice in technology lifecycle planning, vendor evaluation, and IT budgeting related to digital dentistry platforms.
Define, implement, and monitor support KPIs, SLAs, and operational metrics; produce executive dashboards and reports for senior stakeholders.
Drive continual service improvement (CSI) through process analysis, automation opportunities, and root cause analysis.
Enforce ITIL-aligned practices and ensure adherence to data security, HIPAA, and compliance policies.
Optimize support workflows using ticketing systems (e.g., ServiceNow, Zendesk), remote diagnostic tools, and knowledge management platforms.
Oversee escalation management for high-priority incidents and systemic technical challenges.
Ensure Level 1 team effectively handles initial support calls; direct Level 2 team in resolving complex and critical issues.
Support integration of CAD/CAM systems, intraoral scanners, 3D printers, and related digital dental technologies.
Collaborate with engineering and product teams to ensure proactive support for system upgrades, rollouts, and interoperability initiatives.
Act as a liaison with internal business units, dental practices, product development teams, and external technology vendors.
Represent IT Support in enterprise planning meetings, project rollouts, and innovation initiatives.
Promote a service-oriented culture that prioritizes the experience of clinicians, technicians, and operational staff using digital dentistry tools.
Develop and refine troubleshooting workflows to minimize downtime for dental practices.
Assist in diagnosing and troubleshooting complex hardware and software issues related to intraoral scanners, 3D printers, CAD/CAM software, and other digital dentistry tools.