Manager, Help Desk

Smile Doctors • Dallas, TX

16h

About The Position

Looking for a position that makes you smile? We’re seeking a Manager, Help Desk to join our growing team.The 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 dimensionsIdentify 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 businessPartner with third parties and peers within the IT organization on strategies for Tier 2 and above to improve the support modelMaintain 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

Requirements

• 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
• 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

Nice To Haves

• Bachelor’s degree in Computer Science preferred

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED