Job Application for Service Delivery Manager at Tend

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At Tend, we do dental differently.

Tend is rewriting the playbook of modern dentistry by building a company around the patient and the provider. We believe that with the power of technology, a hospitality-driven mindset, and a top tier clinical team, we can make going to the dentist something to look forward to. Our vision is to transform the dental experience into one that is empowering, human and personalized.

Since launching in 2019, we have provided exceptional care to over 100,000 patients across five major cities: New York, Washington DC, Boston, Atlanta and Nashville. With thousands of five-star reviews, Tend has become one of the country's top-rated and in-demand dental practices, with over 650 team members to support this mission. We’re continuing to grow quickly and looking for the best of the best to come join our team.

We’re looking for a Service Delivery Manager to lead and evolve our technical support operations in Nashville. This person will manage a team of internal IT support staff and an outsourced vendor to ensure best-in-class service delivery across our growing network. The ideal candidate is both a coach and an operator — someone who leads with empathy, thrives in ambiguity, and can scale systems to meet growing business demands.

What You’ll Do

Team Leadership & Development

Manage and coach two internal IT support professionals; nurture growth, accountability, and a high standard of service
Foster a people-first culture that’s kind, calm, and responsive under pressure
Help identify the team’s superpowers and coach toward them

Vendor Oversight

Manage our outsourced support partner, ensuring KPI’s and SLAs are met and service quality remains high
Hold vendors accountable with data, partnership, and clear expectations

Service Delivery Excellence

Own and continuously improve incident management, request fulfillment, escalation protocols, and ticket workflows
Identify patterns in requests and outages and lead the charge on long-term fixes and documentation
Be hands-on with triaging and resolving tickets when needed — lead from the trenches

Cross-functional Partnership

Collaborate with Clinical Operations, Member Experience, People, and other departments to solve day-to-day problems
Help support new studio openings and scaling infrastructure
Translate business needs into simple, scalable support processes

What You’ll Bring

IT Expertise (5+ years):

Demonstrated experience managing or delivering IT support in fast-paced, service-oriented environments
Deep troubleshooting knowledge across Windows, Mac OS, hardware, and cloud-based tools

People Leadership (2+ years):

Track record of leading small teams with empathy and clear performance expectations
Capable of bringing out the best in people - even when they don’t see it in themselves

Systems Knowledge:

Experience with ticketing systems (e.g., FreshService, ServiceNow)
Familiarity with Google Workspace and Microsoft Office troubleshooting
Skilled in printer, display, and general hardware troubleshooting
Experience managing or working within identity providers (e.g., Okta, Duo, etc.)

Collaboration & Emotional Intelligence:

Strong interpersonal skills and comfort working across departments and seniority levels
Confidence to take initiative and humility to ask questions or seek help
A self-starter who knows how to push forward without pushing people over

What We Offer:

We believe taking care of people starts with taking care of our own. Here’s how we’ve got you covered at Tend:

🩺 Health Comes First - We offer medical, dental, and vision insurance — plus a Dental Wellness Program to keep your smile as sharp as your skills.

💰 Plan for the Future - Our 401(k) comes with a company match, because your future matters just as much as your now.

💡 Support, When You Need It - Life & AD&D insurance, health advocacy, legal support, and an Employee Assistance Program (EAP) — all designed to have your back when life gets real.

🛍️ Smart Spending Options - We’ve got Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs), and pre-tax transit/parking benefits to make your dollars go further.

🌴 Time to Recharge - Enjoy generous Paid Time Off (PTO) and company holidays — because rest is productive.

💸 Bonus Eligible - This role includes annual bonus potential based on both company performance and your individual impact.

#LI-hybrid

Nashville, TN Pay Range

$95,000 - $110,000 USD

The Tend Difference

The highest standard of care, anywhere.

You’ll work with highly-esteemed clinical leadership and experience-obsessed colleagues to provide the best patient experience possible, with access to technology that’s head and shoulders above the average practice. You’ll have exciting opportunities to collaborate with talented team members to make visits extraordinary. Our hospitality-driven approach to care means that patients actually look forward to seeing you.

A top-tier clinical team who puts patients first.

We value science over sales, and promote a culture of warmth and hospitality — our teams are recognized for going the extra mile for our patients. We trust our providers to put patient needs first, and never implement production quotas. We offer a warm, collaborative culture and are proud to be an inclusive, curious team driven by excellence.

Innovate Dentistry. Tend to Others. Grow Together.

Tend has become beloved by patients and providers alike for combining beautiful work environments with cutting-edge clinical technology. Our providers are rewarded based on an innovative pay structure, as well as education programs that are training the next generation of industry leaders. And our top-notch total rewards packages include both best-in-class benefits and compensation. You’ll not only have the chance to be part of a thriving, industry-changing company, but empowered to become an expert in your field and supported through continuing education.

Tend is an Equal Opportunity Employer.

Tend is committed to promoting a work environment in which differences are respected, employees are treated fairly, and individual contributions are valued and rewarded. We are proud to be an Equal Opportunity Employer. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Please refer to our Privacy Policies linked here.

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Do you have at least 5 years of experience working in IT support or service delivery?

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Do you have 2 or more years of experience managing direct reports within an IT function?

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Have you managed an outsourced IT support vendor in a previous role?

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Are you able to work in-person at our Nashville office on Tuesdays and Wednesdays each week, as well as when needed for projects and/or work demand?

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How would you rate your ability to troubleshoot and support users in Google Workspace (Gmail, Calendar, Drive, Docs, etc.)?

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What is your level of comfort supporting Microsoft Office products (Word, Excel, Outlook, etc.)?

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What’s your experience level using ticketing systems to manage IT support workflows?

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How would you rate your experience supporting both Windows and Mac operating systems?

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How comfortable are you with diagnosing and fixing common hardware issues?

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What’s your experience with identity management tools like Okta or Duo?

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Will you now, or in the future, require sponsorship (e.g., H-1B, TN, O-1 visa) to legally work in the United States?

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Service Delivery Manager

What You’ll Do

What You’ll Bring

The Tend Difference

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