Aspen Dental · 22 hours ago
Manager, Digital Help Desk
Illinois, United States
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $95K/yr
5+ years expAspen Dental is seeking a Manager of Digital Helpdesk to lead a team dedicated to providing exceptional support to their practices. This role involves overseeing customer support operations, ensuring service excellence, and collaborating across teams to optimize processes and communication.
DentalHealth CareHospital
Responsibilities
Customer Support Leadership: Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision
Workforce Management: Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams. Develop scheduling strategies that optimize resource utilization while ensuring deadlines and quality standards are consistently met
Root Cause Analysis: Establish and drive processes to identify the root causes of recurring issues and partner with training to establish and adjust existing training plans to mitigate future issues
Collaboration and Partnership: Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and exceeded expectations
Continuous Improvement: Analyze trends in customer feedback and operational performance to develop and execute strategies that enhance service levels and efficiency. Implement real-time workload monitoring processes to identify and resolve bottlenecks in the workflow
Communication: Serve as the primary liaison between the training and IT teams and the field, providing clear updates and ensuring alignment on priorities needs
Team Development: Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service
Metrics and Reporting: Track and report on customer service KPIs, using data to inform decisions and drive accountability
Qualification
Required
Bachelor's degree in Business, Operations, or a related field; equivalent experience considered
5+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services
Ability to lead a Team in a Remote Work environment
Proven leadership experience, including managing a team and working cross-functionally
Strong problem-solving skills and a commitment to driving resolution and improvement
Excellent communication and interpersonal skills with the ability to build strong relationships & partnerships
Data-driven mindset with experience using metrics to measure and improve performance
Familiarity with dental, medical, or manufacturing environments
Experience managing escalations in a multi-location or distributed service model
Financial and analytical skills required
Excellent verbal and written communication skills
The ability to balance multiple, high priority initiatives simultaneously
The ability to conduct up to 25% travel
Preferred
Experience in a Help Desk or Ticket Management System preferred, but not required
Experience in Digital Dentistry technologies - including 3Shape Scanners & Design Experience, and the SprintRay Digital Ecosystem - preferred, but not required
Lean Six Sigma, or similar process improvement certification preferred
Company
Aspen Dental
Aspen Dental is a provider of general dentistry services.
5001-10000 employees
H1B Sponsorship
Aspen Dental has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (3)
2023 (20)
2022 (16)
2021 (14)
2020 (7)
Funding
Current Stage
Late StageLeadership Team
Kimberly Cameron Jones
Vice President of Hygiene Operations
Recent News
2025-12-08
Company data provided by crunchbase