Smile Doctors · 7 hours ago
Manager, Help Desk
Dallas, TX
Full-time
Onsite
Mid, Senior Level
5+ years expSmile Doctors is the nation’s leading Orthodontic Support Organization, dedicated to providing exceptional support services. The Manager, Help Desk will lead the IT help desk team, oversee staffing, and implement improvements to enhance service quality as the organization continues to grow.
DentalHealth CareHospitalMedical
Responsibilities
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
Qualification
Required
High School Diploma or equivalent required
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
Preferred
Bachelor's degree in Computer Science
Benefits
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
Company
Smile Doctors
Smile Doctors is an orthodontics that focuses on dental service organizations.
1001-5000 employees
H1B Sponsorship
Smile Doctors 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
2023 (2)
Funding
Current Stage
Late StageTotal Funding
$550MKey Investors
THLLinden Capital Partners
2023-07-19Private Equity· $550M
2022-01-05Private Equity
2017-10-19Private Equity
Leadership Team
John (J.) Hedrick
Chief Executive Officer
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