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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Manager of Digital Dentistry IT Support job in Syracuse - **Company:** Aspen Group, Inc - **Location:** Syracuse, NY, United States - **Experience:** Experienced - **Salary:** $119,000.0 - $140,000.0 - **Contract:** Permanent contract - **Skills:** 3D Printing, Computer-Aided Design, Data Security, Dicom, Issue Tracking Systems, IT Management, Information Technology Operations, Knowledge Management, Software Engineering, Diagnostic Tools, Information Technology, Zendesk, Servicenow - **Published:** September 7, 2026 - **Apply:** https://jobs.diversity.com/career/2478033/manager-digital-dentistry-it-support-new-york-ny-syracuse ## About the Role * Proven leadership in IT support management, ideally in healthcare, dental, or medical technology settings. * Deep understanding of IT operations, help desk management, and service delivery frameworks (e.g., ITIL). * Familiarity with healthcare-specific technologies and regulations, including DICOM, HIPAA, and clinical workflow integrations. * Strong analytical and decision-making abilities, with a results-driven mindset. * Excellent communication, change management, and interpersonal skills, especially in cross-functional settings. Education & Experience Requirements: Required: * High School Diploma or GED. * 2+ years in an IT support leadership role managing help desk or technical support teams. Preferred: * BS in Information Technology, Computer Science, or related technical field. * 5+ years in technical support, IT operations, or IT service management. * Experience managing IT support for digital dentistry platforms such as iTero, 3Shape, SprintRay, and Formlabs. * Certifications such as ITIL Foundation, CompTIA A+, Network+, or Microsoft MCP ## Description As the Manager of Digital Dentistry IT Support, you will play a strategic and operational leadership role overseeing the IT support functions for our digital dentistry technologies. You will be accountable for leading both a Level 1 Help Desk team and a Level 2 technical support team, ensuring high-quality, customer-focused service delivery. This role requires a strong IT leadership background, strategic decision-making capabilities, and the ability to drive cross-functional collaboration to scale support operations in alignment with organizational goals. You will partner with senior IT and clinical leadership to shape support strategies, implement enterprise-wide technology improvements, and align support processes with industry best practices. This role will also ensure compliance with IT governance, cybersecurity standards, and operational KPIs, while fostering a high-performing and empowered team culture., * Provide vision, leadership, and oversight for a multi-tiered support organization serving digital dentistry platforms. * Establish and execute departmental goals and roadmaps in line with IT and business objectives. * Lead performance management initiatives including coaching, professional development plans, succession planning, and team structure optimization. * Oversee team resource allocation, shift coverage, and workload balancing to support operations * Serve as a key voice in technology lifecycle planning, vendor evaluation, and IT budgeting related to digital dentistry platforms. * Define, implement, and monitor support KPIs, SLAs, and operational metrics produce executive dashboards and reports for senior stakeholders. * Drive continual service improvement (CSI) through process analysis, automation opportunities, and root cause analysis. * Enforce ITIL-aligned practices and ensure adherence to data security, HIPAA, and compliance policies. * Optimize support workflows using ticketing systems (e.g., ServiceNow, Zendesk), remote diagnostic tools, and knowledge management platforms. * Oversee escalation management for high-priority incidents and systemic technical challenges. * Ensure Level 1 team effectively handles initial support calls direct Level 2 team in resolving complex and critical issues. * Support integration of CAD/CAM systems, intraoral scanners, 3D printers, and related digital dental technologies. * Collaborate with engineering and product teams to ensure proactive support for system upgrades, rollouts, and interoperability initiatives. * Act as a liaison with internal business units, dental practices, product development teams, and external technology vendors. * Represent IT Support in enterprise planning meetings, project rollouts, and innovation initiatives. * Promote a service-oriented culture that prioritizes the experience of clinicians, technicians, and operational staff using digital dentistry tools. * Develop and refine troubleshooting workflows to minimize downtime for dental practices. * Assist in diagnosing and troubleshooting complex hardware and software issues related to intraoral scanners, 3D printers, CAD/CAM software, and other digital dentistry tools. ## Related Videos - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Designing How Work Feels: The Science Behind Sanofi’s Workplace Experience](https://www.wearedevelopers.com/videos/1848-designing-how-work-feels-the-science-behind-sanofi-s-workplace-experience) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Should Tech Managers Be Developers First? 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