Director of Dental Support Services and Logistics Information

The Director of Dental Support Services and Logistics Information oversees the reliable operation of IT systems that support the dental clinics, including hardware, software, and network infrastructure. This position requires strong problem-solving abilities, a customer-focused approach, and the capacity to manage competing priorities in a fast-paced environment. The Director also provides team oversight, coaching, and hands-on leadership to ensure effective, responsive support across all areas of service.

QUALIFICATIONS:

Education

• Bachelor’s degree in computer science, or equivalent combination of education and experience.
• Dental management software certification (e.g., Dentrix, Eaglesoft, Epic) preferred.
• HIPAA training or certification is preferred.

Experience and Training

• 5+ years of progressive experience in technical/end-user computing support.
• 3+ years of experience managing a Help Desk and support technicians.
• 3+ years of experience with data analysis and reporting.
• 3+ years supporting dental/medical offices.
• Experience with dental equipment such as 3D printers, Panoramic X-ray and NOMAD X-ray machines.
• Experience with digital imaging systems and software (e.g., Dexis, Carestream, DTX, or Gendex)
• Experience with network administration and troubleshooting (LAN/WAN, TCP/IP, DNS, DHCP)

Knowledge, Skills and Abilities:

• Proficient in Microsoft Windows operating system and Microsoft Office Suites.
• Proficiency in LINC contact center software and technology, including EHR systems.
• Excellent verbal and written communication skills.
• Excellent critical thinking and problem-solving skills.
• Ability to communicate technical concepts to both technical and non-technical audiences.

Leadership/Coaching

• Positive attitude and solutions-oriented thinking.
• Provides clear expectations for direct reports (full-time and student employees).
• Directly manages the daily operations of the LINC Contact Center, providing oversight for a team of three direct reports.
• Actively participates in call center operations by answering patient calls, scheduling appointments, and managing patient inquiries using the EPIC EHR system.
• Assists in verifying insurance eligibility and benefits prior to appointments, coordinating with insurance and billing teams as needed.
• Provides coaching and regular feedback (positive and constructive) to direct reports (full time and student employees) to support growth.
• Conducts weekly Quick Connect sessions to help all full-time direct reports establish and achieve realistic goals/objectives that align with those of the unit, department, and university as communicated by the Vice President of Enterprise Information Technology.
• Holds regular (at least bi-weekly) staff meetings including all full-time direct reports to communicate unit, department, and university objectives.
• Holds regular (at least every 6 months) personnel reviews and provide feedback (positive and constructive) to support employee development.
• Analyzes customer service survey responses and provide coaching/feedback to achieve and maintain a 99:9% customer satisfaction rating across OIT.
• Maintains schedule coverage and manage staffing levels to ensure optimal service availability, including during high-volume periods.
• Demonstrates a positive attitude and set an example for direct reports and colleagues.

Problem Solving/Technical Leadership

• Establishes working partnerships with campus users, OIT teams, and external partners to coordinate problem resolution for operational issues and analyze root cause issues to address underlying causes.
• Establishes and oversees processes and standards for dental practices.
• Diagnosing and repairs hardware and software problems.
• Serves as the dental technical support systems primary Administrator.
• Ensures that support tickets are categorized and assigned accurately and that 90% of Service Center tickets are resolved and closed within 3 business days.
• Ensures that 100% of users are contacted within 1 business day of Service Center ticket submission.
• Manages the quoting, ordering, delivery, and installation of new computers and peripherals.
• Oversees inventory of equipment and supplies (computers, printers, cables, adapters, etc.).
• Ensures compliance with HIPAA regulations. 

Planning & Organizing

• Schedules and performs routine maintenance on IT systems and equipment.
• Utilizes data analysis to identify (at least monthly) most frequent recurring user computing issues to provide OIT Management Team with appropriate information for strategic decision-making.
• Maintains awareness of academic calendar to proactively coordinate OIT services and maintenance.
• Develops schedules and oversee employee work schedules to ensure 0% budget overspend.
• Works with OIT Management and teams to establish appropriate project timelines to delivers sustainable solutions within approved time and budget parameters.
• Independently manages assigned tasks and project components.
• Plans and accounts for physical and logical security/integrity in all project and operational activities.
• Demonstrates attention to detail.
• Oversees hardware inventories and develop proactive replacement cycles and corresponding planning documents.

Information Processing & Decision Making

• Prioritizes allocation of time and resources in accordance with defined priorities as communicated by Vice President of Enterprise Information Technology.
• Actively looks to maximize existing university investments and leverage existing systems to solve identified business problems.
• Works with OIT teams and customers to identify and understand functional requirements of dental practices.
• Actively looks to automate repetitive manual processes.
• Identifies potential impacts of system/process implementations or changes to user community.
• Coordinates with other OIT staff, functional users, and appropriate vendors to account for security (physical and logical), sustainability, disaster recovery, and business continuity measures in all solutions.

Communication

• Interprets meaning and importance of information.  Determine appropriate needs and method for keeping team members, customers/stakeholders, and management informed.
• Utilizes plain language in all verbal and written communication.
• Keeps operational communication, testing, and training documentation updated using defined standards.
• Documents systems and processes in accordance with defined standards within 3 business days of approved changes.
• Be engaged and participates in individual discussions, projects and team meetings.
• Develops and maintains user tip sheets, OIT web resources to proactively assist users.