Manager, Digital Help Desk

Manager, Digital Help Desk

Aspen Dental

Location: Chicago, IL

Salary: $90,000 - $95,000 per year

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Hospitals and Health Care

• Customer Support Leadership:
  Oversee a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision.
• Workforce Management:
  Plan and execute workforce management functions, including demand forecasting, capacity analysis, workload distribution, and scheduling for digital helpdesk teams. Develop scheduling strategies that optimize resource utilization while ensuring deadlines and quality standards are consistently met.
• Root Cause Analysis:
  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.
• Collaboration and Partnership:
  Work closely with field leaders, practice owners, and other stakeholders to ensure their needs are met and exceed expectations.
• Continuous Improvement:
  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.
• Communication:
  Serve as the primary liaison between the training and IT teams and the field, providing clear updates and ensuring alignment on priorities.
• Team Development:
  Build and mentor a high-performing team that is equipped to handle complex issues and provide world-class customer service.
• Metrics and Reporting:
  Track and report on customer service KPIs, using data to inform decisions and drive accountability.

• 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 3
  
  Shape Scanners & Design Experience, and the Sprint Ray 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.