Manager, Help Desk

Smile Doctors
Dallas, TX
Category Customer Service
Job Description
Smile Doctors is seeking a Manager, Help Desk to join their growing team. The ideal candidate will provide technical and personnel leadership support for clinics, support centers, and call centers, and will oversee the staffing of the IT help desk and analyze support trends to implement continuous improvements.

Requirements

  • 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
  • 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

Benefits

  • 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
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