Service Delivery Manager - Dental IT (MSP)

• The service desk: dispatch, prioritization, SLAs, and escalations in our PSA. Daily huddles. Nothing sits, nothing slips.
• Quality control: personally review client-facing work before it ships. Catch a bad install, a misconfigured backup, or a sloppy ticket note, and show the tech how to do it right.
• The team: coach, develop, and hold accountable a mixed local/remote technical team. Build the bench and make hiring recommendations.
• Process and documentation: runbooks, onboarding checklists, documentation standards. If it happens twice, it becomes a process.
• Client health: lead quarterly business reviews and be the calm, competent technical face our practices trust when the founder isn’t in the room.
• The numbers: SLA attainment, CSAT, ticket aging, tech utilization, and project margin, reported monthly.

• 5+ years at a managed service provider (MSP). Internal IT does not count. You know what a PSA is, you’ve lived inside an RMM, and you understand the economics of an MSP seat.
• 2+ years running or leading a service desk or delivery team, with dispatching, escalations, SLAs, and technician performance as your direct responsibility.
• Hands-on technical depth in Windows Server, M365, networking, and backup/DR. You can jump on a stuck ticket and close it yourself.
• Process obsession. You believe undocumented work didn’t happen, and you’d rather build the checklist than be the hero.
• Full-time, sole professional focus. No side businesses, no second jobs, no consulting on nights and weekends.
• Based in or relocating to Greater Portland, Maine.

Strong Pluses

• Deep experience across leading MSP platforms (PSA, RMM, documentation, BDR)
• Dental or healthcare vertical experience (Eaglesoft, Dentrix, Open Dental, imaging systems, HIPAA)
• Experience managing remote or offshore technicians
• ITIL or similar service management background

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Unlimited paid time off
• Profit sharing, $85,000 to $105,000 base depending on experience, profit sharing, 100% employer-paid medical, dental, and vision, unlimited PTO plus all major holidays, a company credit card, and a direct line to the owner, and a company plane with pilot on standby (a Cessna 421 Golden Eagle, for when you need to get somewhere fast)., * Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Ekim IT Solutions is New England’s only dental-specific IT provider, supporting 100+ dental practices across Maine, New Hampshire, and Massachusetts as a Preferred Partner of the Maine Dental Association. Our clients aren’t ticket numbers. They’re practices where a server going down means patients in chairs and a doctor losing production by the minute. We take that personally.

We run a modern, fully-documented stack across PSA, RMM, documentation, backup/DR, and layered security tooling. Specifics are shared during the interview process. The systems are in place. We need the person who owns them.

This is not a coordinator seat and not a stepping stone. You will own service delivery end to end: every ticket, every project, every client-facing technical outcome. The founder is moving fully into growth and executive relationships. When something goes out the door to a client, it goes out because you approved the quality.

You’ll inherit a documented environment, a small technical team (local and remote), and full authority to run the desk your way, as long as the numbers prove it’s working.