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:

o Dentrix

o Dexis

o 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.