Manager, ITSC Support Office and Field Support Job at Breton Bay Dentistry (Chicago)

Job Description

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.

Job Responsibility

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

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

Nice to have

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

What we offer

Paid Vacation & Holidays
Access to Daily Pay
Sponsored Continuing Education Opportunities
Bonus Program
Retirement and College Savings Plans
Referral Bonus
Health, Vision, Dental, & Life Benefits
Fitness and Mental Wellness Programs

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Manager, ITSC Support Office and Field Support

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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