Manager, Digital Help Desk
ASPEN DENTAL GROUP, PC
full-time
Posted on:
Location Type: Remote
Location: Illinois • United States
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Salary
💰 $90,000 - $95,000 per year
About the role
- Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision.
- Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams.
- 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.
- Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and exceeded expectations.
- 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.
- Serve as the primary liaison between the training and IT teams and the field, providing clear updates and ensuring alignment on priorities needs.
- Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service.
- Track and report on customer service KPIs, using data to inform decisions and drive accountability.
Requirements
- 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.
- 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.
- 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.
- Lean Six Sigma, or similar process improvement certification preferred.
- The ability to conduct up to 25% travel.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementdemand forecastingcapacity analysisworkload distributionschedulingcustomer service KPIsproblem-solvingdata-driven decision makinghelp desk systemsdigital dentistry technologies
Soft skills
leadershipcommunicationinterpersonal skillsrelationship buildingmentoringteam managementcross-functional collaborationtime managementadaptabilityanalytical thinking
Certifications
Lean Six Sigma