Head of Service Operations – MSP (Dental IT)

Darkhorse Tech; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Darkhorse Tech, a US-based managed IT services provider focused on dental IT with 100+ staff, is seeking a senior operations leader to manage five team leaders and 52 technicians across Service and NOC. You will drive performance and align service delivery with HIPAA, ITIL standards.

The role emphasizes KPI ownership (response time, resolution time, CSAT, ticket aging, backlog) and improving customer outcomes across dental practices.

Qualifications

• Experience managing managers, ideally at an MSP.
• Track record moving service KPIs. NOC, HIPAA, ITIL knowledge.

Responsibilities

• Manage five team leaders who carry 52 technicians across Service and NOC.
• Own KPIs: response time, resolution time, CSAT, ticket aging, and backlog.

Skills

People management

MSP experience

NOC knowledge

HIPAA knowledge

ITIL knowledge

KPI ownership

Job description

Darkhorse Tech, a US-based managed IT services provider focused on dental IT with 100+ staff, is seeking a senior operations leader to manage five team leaders and 52 technicians across Service and NOC. You will drive performance and align service delivery with HIPAA, ITIL standards.

The role emphasizes KPI ownership (response time, resolution time, CSAT, ticket aging, backlog) and improving customer outcomes across dental practices.