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# Service Delivery Manager - Dental IT (MSP)

- **Company:** EKIM IT SOLUTIONS LLC
- **Location:** Portland, ME, United States
- **Experience:** Experienced
- **Salary:** $85,000.0 - $105,000.0
- **Contract:** Permanent contract
- **Skills:** Software Documentation, Dentrix, Imaging Technology, Windows Servers
- **Published:** July 4, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=91bef6976e3d011e

## About the Role

* 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

## Description

* 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.


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