Manager of Digital Dentistry IT Support

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 (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as Manager of Digital Dentistry, IT Support.

As the Manager of Digital Dentistry IT Support, you will play a strategic and operational leadership role overseeing the IT support functions for our digital dentistry technologies. You will be accountable for leading both a Level 1 Help Desk team and a Level 2 technical support team, ensuring high-quality, customer-focused service delivery. This role requires a strong IT leadership background, strategic decision-making capabilities, and the ability to drive cross-functional collaboration to scale support operations in alignment with organizational goals.

You will partner with senior IT and clinical leadership to shape support strategies, implement enterprise-wide technology improvements, and align support processes with industry best practices. This role will also ensure compliance with IT governance, cybersecurity standards, and operational KPIs, while fostering a high-performing and empowered team culture.

This role will also ensure compliance with IT governance, cybersecurity standards, and operational KPIs, while fostering a high-performing and empowered team culture.

Key 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.
• Optimize support workflows using ticketing systems (e.g., ServiceNow, Zendesk), remote diagnostic tools, and knowledge management platforms.
• 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.

Required Core Competencies:

• Proven leadership in IT support management, ideally in healthcare, dental, or medical technology settings.
• Deep understanding of IT operations, help desk management, and service delivery frameworks (e.g., ITIL).
• Familiarity with healthcare-specific technologies and regulations, including DICOM, HIPAA, and clinical workflow integrations.
• Strong analytical and decision-making abilities, with a results-driven mindset.
• Excellent communication, change management, and interpersonal skills, especially in cross-functional settings.

Education & Experience Requirements:

Required:

• High School Diploma or GED.
• 2+ years in an IT support leadership role managing help desk or technical support teams.

Preferred:

• BS in Information Technology, Computer Science, or related technical field.
• 5+ years in technical support, IT operations, or IT service management.
• Experience managing IT support for digital dentistry platforms such as iTero, 3Shape, SprintRay, and Formlabs.
• Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft MCP

Annual Salary Range:

• Annual Salary Range: $119,000-$140,000 plus 10% bonus
• Paid time off
• Health
• Dental
• Vision
• 401(k) savings plan with match