Service Delivery
Manager : Dental IT
MSP / Full-Time / Portland, Maine
Ekim IT Solutions is New England’s only dental-specific IT provider. We support 100+ dental practices across Maine, New Hampshire, and Massachusetts as a Preferred Partner of the Maine Dental Association, and we’re growing fast. 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: best-in-class PSA, RMM, documentation, backup/DR, and layered security tooling. The systems are in place. We need the person who owns them.
You own service delivery. End to end.
This is not a coordinator seat and it is 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.
The Service Desk
Dispatch, prioritization, SLAs, and escalations in our PSA. Daily huddles. Nothing sits, nothing slips.
Quality Control
You personally review client-facing work before it ships. Technically strong enough to catch a bad install, a misconfigured backup, or a sloppy ticket note, and to show the tech how to do it right.
The Team
Coach, develop, and hold accountable a mixed local/remote technical team. Build the bench. Make hiring recommendations.
Process and Documentation
Runbooks, onboarding checklists, documentation standards. If it happens twice, it becomes a process. If it’s a process, it’s documented.
The Numbers
SLA attainment, CSAT, ticket aging, tech utilization, project margin. You report on them monthly and you own the trend line.
Client Health
Lead quarterly business reviews. Be the calm, competent technical face our practices trust when the founder isn’t in the room.
The bar is set deliberately high.
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: dispatching, escalations, SLAs, and technician performance were your problem, with results you can point to.
Hands-on technical depth. Windows Server, M365, networking, backup/DR. You can jump on a stuck ticket and close it yourself.
Process obsession. You believe undocumented work didn’t happen. 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. This role gets all of you or it gets none of you.
Based in (or relocating to) Greater Portland, Maine.
Deep experience with leading PSA, RMM, documentation, and BDR platforms.
Eaglesoft, Dentrix, Open Dental, imaging systems, or HIPAA compliance experience.
Experience managing remote or offshore technicians effectively.
Formal service management background or certification.
We’ve built something worth protecting, and the person who takes this seat becomes the operational backbone of the company. If you’ve spent years watching MSPs run the desk wrong and thinking, “I could run this better”: this is your shot to prove it, with the authority and the stack to actually do it.
How to Apply
Send your application to careers@ekimit.com. Include both of the following. Applications missing either will not be reviewed.
Your resume
MSP experience, service desk leadership, and technical background front and center.
A short answer (200 words max)
Describe a broken service delivery process you personally identified, fixed, and measured. What was broken, what did you change, and what did the numbers look like before and after?
Ekim IT Solutions is an equal opportunity employer.