Service Desk Analyst

We’re Tend — Dental Done Differently.

Tend was founded to make going to the dentist something people actually look forward to. We blend thoughtfully designed studios, top-tier clinical care, advanced technology, and a hospitality-driven mindset to create a dental experience that’s human, personalized, and exceptional from start to finish.

Since launching in 2019, we’ve delivered care to over 100,000 patients across New York, Washington DC, Boston, Atlanta, and Nashville. With thousands of five-star reviews and over 650 passionate team members, Tend is one of the fastest-growing and highest-rated dental brands in the country — and we’re just getting started.

Whether you’re delivering care in our studios or supporting our growth behind the scenes, every role at Tend contributes to reimagining the future of dental health — for patients and for the people who care for them.

We’re growing fast — and we’re looking for values-driven, mission-aligned talent to grow with us.

At Tend, we’re redefining what support feels like. As a Service Delivery Coordinator, you’ll be at the center of our IT operations—combining technical expertise, service ownership, and a commitment to continuous improvement. You’ll take the lead on incident management, partner with vendors and internal teams, and drive solutions that enhance how technology supports our people and studios. This role is ideal for someone who thrives in dynamic environments, loves solving complex problems, and takes pride in making every user interaction seamless.

• Act as the escalation point for high-priority and complex technical incidents across hardware, software, networking, and clinical technology systems.
• Troubleshoot issues spanning end-user systems and cross-platform environments (Windows, macOS, GSuite, and more).
• Monitor and manage service desk queues to ensure adherence to SLAs and timely issue resolution.
• Partner cross-functionally with internal departments, vendors, and external providers to resolve systemic issues and elevate service quality.
• Travel six to ten weeks annually, conducting technology health checks at studios and strengthening relationships with staff to understand their challenges.
• Lead communication during critical incidents—updating technical teams, leadership, and stakeholders with clarity and consistency.
• Conduct root-cause analyses and post-incident reviews; document findings and recommend preventative actions.
• Identify process inefficiencies and propose tactical or strategic improvements aligned with ITIL best practices.
• Support end-user communications and training around new tools, processes, and self-service resources.
• Maintain a centralized knowledge base to enhance first-contact resolution and promote user self-sufficiency.

At Tend, how you show up matters as much as what you do. You embody our values every day:

• Tend to Others – You take ownership of outcomes, deliver with consistency, and always keep the team’s success at the forefront. You balance speed with quality and find solutions even in challenging situations.
• Be Brave Enough to Lead – You speak up when it matters, lead during high-pressure incidents, and act with integrity and authenticity. You’re comfortable making tough calls that protect the business and its people.
• Savor the Ride – You bring energy to problem-solving, celebrate wins big and small, and create an environment where teammates are motivated to do their best work.
• Embrace Our Differences – You collaborate effectively with diverse technical and non-technical teams, appreciating different perspectives and approaches.
• Rooted in Growth – You’re constantly improving—using feedback and reflection to refine your technical and leadership skills and help others grow along the way.

• Adapts with Ease – You remain calm and effective under pressure, shifting priorities quickly as incidents or business needs evolve.
• Thinks Ahead – You analyze data and metrics to make thoughtful, informed decisions that balance risk, urgency, and long-term impact.
• Earns Trust – You build strong relationships with peers, leadership, and vendors through reliability, communication, and…