Sr. Manager, Help Desk

2 weeks ago

Dallas, United States Smile Doctors Full time

Looking for a position that makes you smile?

We're seeking a Sr. Manager, Help Desk to join our growing team.

The Sr. Manager, Help Desk provides technical and personnel leadership support for clinics, support centers, and call centers. This position will oversee the staffing of the IT help desk and analyze support trends to implement continuous improvements to help scale as the business continues to grow.

How you'll make us better:

* Report monthly performance metrics related to inbound calls, ticket queues and other relevant dimensions
* Identify and gather key metrics to analyze team and individual performance and identify opportunity areas
* Identify process and procedural improvements
* Manage scheduling and forecasting of resources needed to support the business
* Partner with third parties and peers within the IT organization on strategies for Tier 2 and above to improve the support model
* Maintain quality of service by establishing and enforcing team standards
* Develop strategies to reduce overall issue intake, response, and resolution times
* Identify trends of support and create improvement plans in support of the business
* Contribute to improving customer support by actively responding to queries and handling escalations
* Follow up with customers to identify areas of improvement

Your special skills:

* Ability to bridge technical and business priorities
* Ability to translate information into understandable terms to a variety of audiences
* Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor

Prerequisites for success:

* High School Diploma or equivalent required; Bachelor's degree in Computer Science preferred
* Five (5) years of experience troubleshooting technology issues required
* Three (3) years of experience managing a help desk team using both call and ticketing queues required
* Advanced technical knowledge of IT service and configuration management
* Strong knowledge of Microsoft Office Applications
* Strong customer service and listening skills
* Strong written and oral communication skills

We saved the best for last.

In exchange for the dynamic contribution you'll bring to our team, we offer:

* Competitive salary
* Medical, dental, vision and life insurance
* Short and long-term disability coverage
* 401(k) plan
* 3 weeks paid time off in your first year + paid holidays
* Discounts on braces and clear aligners for you and your family members

Why Smile Doctors?

As the nation's leading Orthodontic Support Organization, Smile Doctors is shaping the future of orthodontics through strategic partnerships with top local doctors. We provide best-in-class support services so our partner orthodontists can focus on what they do best - driving extraordinary treatment outcomes and providing patients with an unmatched experience.

With hundreds of partnered practices across the nation, our synergistic approach has made us the fastest-growing organization in our industry and produced an ever-expanding need for top talent as we continue our unprecedented trajectory. To us, there's no such thing as "top of our game." We're always climbing higher - together. And as our business grows, there's plenty of room for our team to grow their careers, too.

Our dynamic support services team is comprised of world-class professionals whose diverse experiences drive innovation and development. Together, we are committed to passionately helping others achieve their best, most confident smiles.

This is the perfect opportunity to grow with an expanding organization Apply today

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