The Help Desk Manager is responsible for managing the growing Smile Direct Club support team. The manager will lead a team of help desk technicians responsible for the delivery and ongoing operations support, while also maintaining a positive work environment.
Responsibilities : Leads team members to ensure timely resolution to problems across the organization, assigns work as needed, and tracks trends and issues that may need to be escalated to upper management.
Monitors outstanding issues and communication to team members experiencing issues. Oversees work schedules and on-call rotations to ensure all operational hours are supported.
Manage team members development for optimal performance through mentoring, training, and ongoing development plans. Develop and present support metrics reports on a regular basis.
Implement and direct continuous service improvement initiatives and methods. Manage the helpdesk support knowledge base and knowledge management best practices.
Establish and monitor SLA’s for all elements of helpdesk services. Assist in the professional and technical development of the team.
Ensure technicians serve as the customer's advocate and liaison with other support teams and tiers. Works as a member of the support team in resolving technical issues.
Works with Talent Acquisition to address staffing needs and interviews during the hiring process.
It will really make us smile if you have HS Diploma or GED required, College Degree preferred. 7+ years of multi-tier support experience in a corporate environment.
3+ years of experience in leading support teams. Experience working in a mixed network environment and in supporting client server applications, Active Directory, network shares and printers.
Experience working for an international company or managing remote teams. ITIL or similar certifications (valued but not required). SmileDirectClub