Manager of Digital Dentistry Support

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.​

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As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as Manager of Digital Dentistry Support.

Job Summary:

As Manager for Imaging Modality Digital Dentistry Support you will lead and oversee a dynamic support team that provides technical assistance for Digital Dentistry workflows and technologies such as Intraoral 3D scanning, 3D printing and manufacturing hardware and dental design software. This role will be responsible for managing both a Level 1 Help Desk team that handles phone-based support inquiries as well as a Level 2 support team that resolves more complex technical issues through a ticketing system. Managers will work closely with the senior leadership team to manage projects, implement new technologies, develop integration strategies, and ensure team performance and compliance to policies, procedures, and industry standards.

Responsibilities:

Team Leadership & Management:

• Lead, mentor, and manage a Help Desk team handling phone queue-based support and a Level 2 team managing technical support tickets.

• Establish and monitor KPIs and SLAs for response times, resolution rates, and customer satisfaction.

• Provide training and professional development to enhance team expertise in digital dentistry technology.

• Collaborate with HR and senior leadership to hire, onboard, and retain top talent for the support team.

• Foster a positive, customer-centric team culture that emphasizes technical excellence and proactive problem-solving.

• Technical Support & Issue Resolution:

• Oversee the Help Desk team, ensuring efficient handling of incoming calls and basic troubleshooting.

• Manage the Level 2 support team, ensuring effective resolution of escalated technical issues through the ticketing system.

• Assist in diagnosing and troubleshooting hardware and software issues related to intraoral scanners, 3D printers, CAD/CAM software, and other digital dentistry tools.

• Develop and refine troubleshooting workflows to minimize downtime for dental practices.

• Ensure proper escalation protocols for complex issues requiring vendor support or Level 3 engineering teams.

• Process Improvement & Documentation:

• Continuously optimize support workflows, ticketing system processes, and knowledge base resources to improve efficiency.

• Create and maintain standard operating procedures (SOPs), troubleshooting guides, and FAQs for internal and external use.

• Identify recurring technical issues and collaborate with product teams to drive long-term solutions and product improvements.

• Implement and refine remote support tools and diagnostic utilities to enhance service capabilities.

• Customer Experience & Stakeholder Collaboration:

• Monitor customer feedback, surveys, and satisfaction metrics to enhance service quality.

• Work closely with operations, training, and product development teams to ensure a seamless user experience for dental practices.

• Act as a liaison between the support team and vendors/manufacturers to escalate and resolve product-related issues.

• Lead regular team meetings, training sessions, and performance reviews to ensure a well-informed and motivated support team.

Core Competencies:

• Strong knowledge of digi