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ITSC Manager, Account Management, Support Office and Field Support

Do you have strong leadership skills and the ability to drive performance across multiple IT support teams? We’re looking for you!

The ITSC (IT Support Center) Account Management and Support Office and Field Support Manager works closely with the Director of IT Customer Support. This role is responsible for managing supervisors and their teams while improving the overall effectiveness of both Account Management and Support Office and Field Support functions. This includes oversight of team performance, escalation management, KPI accountability, operational execution, and continuous process improvement initiatives.

With more than 1,900 dental offices supported across 39 states, over 20,000 team members and over 3,000 supported doctors in our support, Heartland Dental has a proven track record of growth and success. We’re looking for professional individuals who are open, positive, and mentally flexible to join our network of support.

To give you an idea of the team structure, you will oversee multiple IT Support Center teams including Account Management and Support Office and Field Support in multiple functional areas.

This position will report to the director of IT Customer Support.

Below is an overview of the duties and responsibilities you would take on in this role:

• Manage and lead the Account Management and Support Office and Field Support teams, including Supervisors, Specialists, and Analysts
• Provide leadership, coaching, and performance management to Supervisors to ensure team effectiveness and consistency
• Ensure Supervisors are effectively managing staffing, coaching routines, and team performance expectations
• Schedule and forecast team activity in partnership with Supervisors to ensure adequate support coverage across all functions
• Generate KPIs, monitor trends, and drive accountability for team performance and service delivery outcomes
• Maintaining defined SLA and KPI targets across both functional areas
• Serve as an escalation point for complex or high-impact issues and ensure timely resolution and communication to stakeholders
• Monitor team queues and backlog health across both Account Management and Support Office/Field Support to ensure SLAs and response expectations are met
• Attend recurring meetings, including but not limited to Change Management, Problem Management, leadership meetings, and All IT meetings
• Lead and organize leadership and team meetings to ensure clear communication and alignment across teams
• Assist in owning and driving ITSC yearly goals, strategic initiatives, and continuous improvement efforts across both functional areas
• Partner with support office departments and 3rd party vendors to improve service delivery and resolve systemic issues
• Oversee account access operations including provisioning, maintenance, password resets, and troubleshooting of user accounts and systems
• Serve as an executive support escalation contact before, during, and after business hours as needed

Minimum Requirements:

• Bachelors degree in IT or Business field or equivalent work experience
• 3+ years IT experience in a support related/customer service capacity
• At least 1 year of supervisory or team lead experience
• Excellent verbal and written communication skills
• Experience coaching and developing team members
• Strong organizational and time-management skills
• Strong analytical and problem-solving skills

Desirable Qualifications:

• Bachelor’s degree in computer science, information systems, business administration, or related field
• Proven experience leading or managing teams in an IT support or operational environment
• IT Infrastructure Library (ITIL) knowledge or certification
• Experience with the Ivanti software suite
• Experience with RingCentral
• Experience supporting dental or healthcare environments
• Experience with Dentrix and other Practice Management Software
• Experience with Active Directory and Microsoft Azure

Physical Requirements:

• Ability to perform essential duties satisfactorily with or without reasonable accommodation
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 25 pounds at times
• Ability to travel (1%-5%)

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.