Service Desk Lead

Sage Dental Management is a leading, rapidly growing Dental Service Organization (DSO) committed to innovation, excellence, and patient-centered care.

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.

• Technical Escalation & Incident Resolution:
  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).
• Endpoint & Remote Systems Management:
  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.
• Environment & Application Support:
  Provide advanced support for dental practice systems including:
  Dentrix, Dexis, and 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 compatibility issues.
• Operational Excellence & Process Improvement:
  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.
• Collaboration & Technical Leadership:
  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.

Required Qualifications

• 3+ years of experience in a Service Desk, Desktop Support, or similar IT support role
• 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

Preferred Qualifications

• 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

• Strong problem-solving and analytical abilities
• Calm and decisive during high-pressure incidents
• Comfortable acting as a technical authority without people-management responsibilities
• Detail-oriented with a focus on root cause analysis
• Strong customer service mindset

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.