Medix Dental IT

Compensation

Full Description

About Us At Medix Dental IT, we are dedicated to our core values, providing top-notch IT solutions specifically tailored for dental practices. Based in the Midwest, we have been a trusted partner in dental technology integration and support since our founding in 2003. We collaborate with dental practices nationwide to manage their IT systems and offer strategic advice on technology decisions and compliance. By becoming an extension of our clients’ practices, we minimize technology issues, enhance practice profitability, and boost overall satisfaction. Our commitment to quality and exceptional customer service has led to an impressive client retention rate, setting us apart in the industry. If you are passionate about technology and committed to client satisfaction, we invite you to join our dynamic team and help us transform the dental technology landscape! To learn more about our company, visit https://medixdental.com/. Position Overview: The Service Desk Team Lead is responsible for the day-to-day leadership, performance, and continuous improvement of a dedicated service desk pod (team). The Team Lead ensures high-quality, timely, and customer-centric IT support for end-users, manages capacity and workload distribution, promotes incident/problem management practices, and mentors’ direct reports. This role balances hands-on support with people leadership, process optimization, and service delivery management to meet or exceed service level targets. Strong candidates for this role will possess the following skills and characteristics: Values Driven Leadership: Models integrity, accountability, empathy, and collaboration. Community Building: Fosters an inclusive, people-first and customer-centric culture where every team member feels respected and empowered. Clear and Confident Communication Skills: Communicates thoughtfully and effectively, ensuring information is shared accurately, clearly, and with purpose — fostering trust and understanding. Strong Time Management Skills: Balances multiple priorities with focus and organization, ensuring tasks are completed efficiently and deadlines are consistently met. Proactive and Self-Motivated Mindset: Takes initiative to anticipate needs, solve problems, and move forward while keeping the team informed and aligned. **This is not a C2C opportunity. Only candidates who reside in the contiguous U.S. will be considered.** Location: Remote, Work from home Hours: 8 AM to 5 PM CST, Monday through Friday Salary: $70,000 to $80,000 annually Responsibilities: Team Leadership and Coaching Lead, motivate, and develop a team of IT Support Specialists Provide guidance and direction to designated team members in matters of customer service, policies and procedures, and performance. Monitor performance, provide regular feedback, conduct 1:1’s, Quarterly Conversations, and coaching & disciplinary conversations. Manage attendance, shift coverage, and knowledge transfer to ensure consistent support coverage. Onboard and train new team service desk team members and conduct ongoing skill development. Develop and maintain training documentation and SOPs. Perform other related duties as required or assigned. Service Delivery Oversee ticket quality, adherence to procedures, and overall management for your team’s service board. Champion a team culture that prioritizes positive user experience and Medix Dental IT’s Core Values. Ensure adherence to security policies, data protection standards, and regulatory requirements. Act as the escalation point/liaison for any partner-related customer service or service delivery issues. Provide timely, accurate, and professional service desk support, as needed, by personally working tickets and/or routing tickets Serve as an escalation point in matters that require advanced technical knowledge or troubleshooting experience when your designated team has exhausted possible resolutions. Collaborate with other teams and departments on process improvement and resolving technical issues in partner environments. Accurately develop and maintain end-user installation procedures, configuration procedures, and documentation. Perform other related duties as required or assigned. Additional Skills & Qualifications Required High School Diploma or GED We must see at least 1 year of IT experience supporting Dental clients. We must see at least 1 year of management and leadership experience. We must see at least 2 years of MSP experience. Why Joins Us? At Medix Dental IT, you will be part of a supportive and innovative team dedicated to making a difference in dental practices. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth. -------------------------------------------------------------------------------------------------------------------------------------------------- ***We appreciate your interest in joining our team. Due to the high volume of applications we receive, we are unable to respond to each applicant individually. If your qualifications match our needs, we will reach out to you for further discussions. Thank you for your understanding.*** Medix Dental IT is committed to equal employment opportunities and all candidates will be evaluated based on qualification. Equal Opportunity is the Law.