Manager, Customer Experience IT

Archy

. Lead a team of Migration Technical Customer Support Specialists responsible for data migrations, imaging/sensor setup, and phone/DNS transitions before practice go-live .

Posted 10/15/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing technical support teams, with a focus on coaching, performance management, and operational efficiency. Proficient in overseeing data migrations and technical readiness in the healthcare and dental sectors, utilizing tools like PowerShell and remote desktop software.

Highest-signal resume keywords

Team LeadershipData Migration ManagementTechnical TrainingPerformance CoachingSaaS and Healthcare Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data MigrationServer TroubleshootingPowerShell ScriptingVirtual MachinesTechnical DocumentationQueue ManagementPerformance Metrics TrackingAutomation ToolsImaging SoftwareTechnical Support Management

Soft Skills

CoachingCommunicationProblem-SolvingFlexibilityCollaboration

Tools & Technologies

Remote Desktop SoftwareAnyDeskPMS BackupsDental Imaging HardwareCarestreamDexisJazzDigidocNanopix

Industry Keywords

SaaSHealthcareDental IndustryTechnical SupportOperational Processes

Tech Stack

Tools & technologies

DNS

About the role

Key responsibilities & impact

Lead a team of Migration Technical Customer Support Specialists responsible for data migrations, imaging/sensor setup, and phone/DNS transitions before practice go-live
Direct, coach, and develop technical specialists through 1:1s, performance reviews, and career development
Define and enforce performance expectations, SLAs, and quality standards
Develop scalable operational processes and documentation
Oversee hiring, onboarding, ramp plans, and technical training
Establish standards for queue management and practice communication
Manage and participate in on-call/weekend coverage for live migrations and cutovers
Ensure end-to-end technical go-live readiness, including server access, backups, imaging/sensor verification, and phone/DNS cutovers
Handle complex migration discrepancies, custom server/imaging environments, and high-risk account escalations
Own and refine migration playbooks, runbooks, and internal documentation
Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware
Partner with Onboarding to align timelines, resolve blockers, and communicate migration status
Provide Product and Engineering with defect reports, patterns, and long-term fix priorities
Track and report CXIT metrics including cycle time, cutover accuracy, escalation resolution, and technical incidents
Identify automation and tooling opportunities to improve migration efficiency

Requirements

What you’ll need

3+ years managing technical support, implementation, or IT teams
Proven track record of coaching and developing technical talent
Hands-on experience with remote desktop tools such as AnyDesk
Experience with Virtual Machines
Basic scripting experience with PowerShell
Server and hardware troubleshooting experience
Background in SaaS and healthcare; dental industry strongly preferred
Experience translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams
Proactive use of AI tools and automation to streamline workflows and improve operational output
Ability to explain complex technical concepts clearly to non-technical dental office staff
Exposure to dental imaging software/hardware such as Carestream, Dexis, Jazz, Digidoc, and Nanopix is a major plus
Remote, US-based availability
Flexibility for night and weekend coverage during migrations and go-lives

Benefits

Comp & perks

Competitive salary
Equity
Performance-based incentives or bonuses (some roles may be eligible)
Health insurance
Dental insurance
Vision insurance
401(k) plan
Flexible vacation policy
Remote-friendly culture