Service Desk Lead

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.

Responsibilities
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
• 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

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

Qualifications
Required Qualifications

• 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

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

Key Skills & Attributes

• 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

What Sage Offers
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.