Service Desk Lead - Multi-Site IT Operations

Southern Orthodontic Partners

Nashville (TN)

On-site

USD 90,000 - 130,000

Full time

3 days ago

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Job summary

Southern Orthodontic Partners is seeking a Service Desk Manager to lead the team that supports our practices and central IT. You will manage day-to-day operations, set service standards, and drive improvements to reduce incidents during patient hours.

The role requires hands-on leadership, strong ITIL knowledge, experience with ITSM/PSA tools, and ability to collaborate with practice managers. Travel to partner practices ~10% is expected in this growing multi-site healthcare organization.

Qualifications

Bachelor's degree in information systems or related field or equivalent work experience.
5+ years in IT support with 2+ years leading a service desk or team.
Experience supporting a distributed, multi-site organization.
Experience setting and managing SLAs and KPIs.
Ability to travel to partner practices ~10%

Responsibilities

Lead, coach, and develop a team of Senior Service Desk Technicians and Level 1/2 staff.
Run daily service desk operations across partner practices and central team.
Maintain escalation model across Level 1/2, Infrastructure, and Cybersecurity.
Act as Incident Manager for major incidents and lead post-incident reviews.
Drive problem management to root cause and permanent fixes.
Build and maintain service catalog and request models.
Own knowledge base and shift common requests to self-service.
Track SLA, first contact resolution, reopen rate, escalation rate, and CSAT.