Manager, IT

Manager, IT Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients. ABOUT THE ROLE Dandy is seeking a Manager, IT to lead our IT service delivery, infrastructure stability, and support capabilities. Based in our Indianapolis hub, this leader will manage the people and processes that keep our workforce productive and our offices connected. The IT organization is the foundational layer of Dandy’s daily operations. This manager owns the team responsible for managing hardware lifecycles, maintaining office A/V, and ensuring Dandy employees maximize productivity across Dandy’s Google Workspace and additional productivity tools. You will lead a team of Systems Administrators and IT Support Specialists, each focused on providing seamless technical support across our corporate and manufacturing environments. This is a player-coach role. You will handle complex infrastructure projects and cross-functional escalations yourself while using that hands-on involvement to set the quality standard for your direct reports. This role is ideal for a technically grounded leader who is energized by building a high-performing support function that scales alongside Dandy’s rapid growth. WHAT YOU’LL DO People Leadership - Directly manage a team of Systems Administrators and Helpdesk Analysts across IT support domains. - Run a disciplined 1:1 practice: setting clear goals, delivering direct feedback, and holding the line on performance expectations. - Own the full talent management cycle for your team, including performance reviews and technical growth planning. - Contribute to hiring decisions for the IT org and manage external contractor relationships within your scope. Service Management and JIRA Operations - Own the intake and support process within the JIRA Service Management application, ensuring tickets are triaged and resolved within defined SLAs. - Design and own the IT onboarding experience for new hires, ensuring they have the hardware and access needed to be productive on Day 1. - Build and maintain the team’s internal knowledge base: system configurations, standard operating procedures (SOPs), and support documentation. - Drive AI fluency across the IT team, specifically utilizing AI tools to improve ticket resolution speed and support quality. Technical Craft and Quality - Set and hold the quality bar for IT work: incident documentation, root cause analysis, and hardware provisioning standards. - Use your review of technical escalations as a development tool to sharpen your team’s troubleshooting judgment. - Own the post-resolution feedback loop, tracking user satisfaction and feeding that signal into how IT prioritizes future improvements. - Lead efforts to proactively deflect issue creation, by owning IT Operations metrics and improvements. Infrastructure and Office Operations - Own the Office A/V support and hardware standards for our North America office and manufacturing site locations. - Assess team capacity and ticket volume to surface constraints that inform future resourcing and tool decisions. - Manage the IT vendor portfolio, including hardware procurement, renewal tracking, and utilization review across the IT tech stack. - Report on team performance, system uptime, and delivery quality to the Director of IT. WHAT WE’RE LOOKING FOR - 2 or more years of direct people management experience over IT helpdesk, systems administration, or comparable technical support roles. - 5 or more years working in IT operations, with a stron ... (truncated, view full listing at source)