Head of Digital Dentistry IT Support & Strategy

The Aspen Group; City of Syracuse (NY); On-site; USD 119,000 - 140,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental insurance

Vision insurance

401(k) savings plan with match

Job summary

The Aspen Group is seeking a Manager of Digital Dentistry IT Support to lead a dedicated IT operations team responsible for digital dentistry platforms. You will shape support strategy, align with clinical goals, and drive enterprise-wide technology improvements.

In this role, you will manage Level 1 and Level 2 support, ensure HIPAA compliance, monitor KPIs, and partner with vendors to deliver reliable, high-quality service for dental practices across the network.

Qualifications

• Leadership of IT support in healthcare or medical tech environments.
• Experience with ITIL frameworks and compliance.
• Strong vendor management and budgeting abilities.
• Proven ability to scale multi-tier support teams.

Responsibilities

• Provide vision, leadership, and oversight for a multi-tiered support organization serving digital dentistry platforms.
• Establish and execute departmental goals and roadmaps in line with IT and business objectives.
• Lead performance management initiatives including coaching, professional development plans, succession planning, and team structure optimization.
• Oversee team resource allocation, shift coverage, and workload balancing to support operations
• Serve as a key voice in technology lifecycle planning, vendor evaluation, and IT budgeting related to digital dentistry platforms.
• Define, implement, and monitor support KPIs, SLAs, and operational metrics; produce executive dashboards and reports for senior stakeholders.
• Drive continual service improvement (CSI) through process analysis, automation opportunities, and root cause analysis.
• Enforce ITIL-aligned practices and ensure adherence to data security, HIPAA, and compliance policies.
• Oversee escalation management for high-priority incidents and systemic technical challenges.
• Ensure Level 1 team effectively handles initial support calls; direct Level 2 team in resolving complex and critical issues.
• Support integration of CAD/CAM systems, intraoral scanners, 3D printers, and related digital dental technologies.
• Collaborate with engineering and product teams to ensure proactive support for system upgrades, rollouts, and interoperability initiatives.
• Act as a liaison with internal business units, dental practices, product development teams, and external technology vendors.
• Represent IT Support in enterprise planning meetings, project rollouts, and innovation initiatives.
• Promote a service-oriented culture that prioritizes the experience of clinicians, technicians, and operational staff using digital dentistry tools.
• Develop and refine troubleshooting workflows to minimize downtime for dental practices.
• Assist in diagnosing and troubleshooting complex hardware and software issues related to intraoral scanners, 3D printers, CAD/CAM software, and other digital dentistry tools.

Skills

IT leadership

Healthcare IT

Help desk management

Cross-functional collaboration

Education

High School Diploma or GED

BS in Information Technology or Computer Science

Tools

ServiceNow

Zendesk

CAD/CAM systems

Intraoral scanners

Job description

The Aspen Group is seeking a Manager of Digital Dentistry IT Support to lead a dedicated IT operations team responsible for digital dentistry platforms. You will shape support strategy, align with clinical goals, and drive enterprise-wide technology improvements.

In this role, you will manage Level 1 and Level 2 support, ensure HIPAA compliance, monitor KPIs, and partner with vendors to deliver reliable, high-quality service for dental practices across the network.