Service Desk Lead
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
Responsibilities
- 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
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
