Overview

Smile Brands is one of the largest providers of dental support services in the United States. We are seeking a highly experienced and dynamic Senior Manager to lead our Service Desk team. The Senior Manager will be responsible for overseeing the efficient operation of the Service Desk, ensuring timely resolution of incidents, and maintaining high levels of customer satisfaction. The ideal candidate will have strong leadership skills, extensive experience in IT service management, and a proven track record of driving continuous improvement initiatives.

Schedule (days/hours)

Responsibilities

• Lead and manage the Service Desk team, including hiring, training, coaching, and performance management.
• Develop and implement service desk policies, procedures, and best practices to ensure efficient and effective operations.
• Oversee the day-to-day activities of the service desk, including incident management, request fulfillment, and problem resolution.
• Monitor service desk performance metrics and KPIs to identify areas for improvement and drive performance excellence.
• Collaborate with other IT teams to ensure timely resolution of incidents and requests, and to facilitate knowledge sharing and cross-training.
• Serve as the escalation point for complex or high-priority incidents, ensuring timely resolution and communication with stakeholders.
• Develop and maintain relationships with key stakeholders, including business leaders, customers, and vendors, to understand their needs and expectations.
• Drive continuous improvement initiatives to enhance service desk efficiency, productivity, and customer satisfaction.
• Stay informed about industry trends and best practices in IT service management, and recommend innovative solutions to improve service delivery.
• Prepare and present regular reports on service desk performance, trends, and key metrics to senior management.

Qualifications

• 8 years of experience in IT service management, with at least 3 years in a leadership role.
• Strong knowledge of ITIL framework and best practices
• Proven experience in managing a large service desk team, including remote teams and offshore resources.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals and deliver exceptional service.
• Demonstrated ability to analyze complex issues, identify root causes, and develop effective solutions.
• Strong customer focus, with a commitment to delivering high-quality service and building positive relationships with stakeholders.
• Experience with service desk tools and technologies, such as IT service management (ITSM) platforms, ticketing systems, and remote support tools.
• Excellent communication skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Proven ability to manage multiple priorities in a fast-paced environment and drive results under pressure.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field; Master's degree preferred.
• ITIL certification 

About

What we'll offer you: 

• The compensation for this role is $120,000 - $128,000 per year
• Bonus Opportunity
• Benefits and perks for you, your family and even your pets! (Medical, Dental, Vision, and paid time off) 
• Unparalleled support to grow your career 
• A culture that celebrates success and diversity 

Smile Brands supports nearly 700 affiliated dental offices across 30 states all focused on a single mission of delivering Smiles For Everyone!® Smiles for patients, providers, employees, and community partners. Everyone. Our entire culture is designed to promote WIN-WIN relationships by treating people with respect and pursuing business process excellence that makes it easier to provide great patient care. Our growing portfolio of affiliated dental brands and practice models range from large regional brands to uniquely branded local practices. This role is associated with the affiliated dental office listed at the top of the job posting on our career site.

Smile Brands Inc. and all Affiliates are Equal Opportunity Employers. We celebrate diversity and are committed to providing an inclusive workplace for all employees. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, creed, gender (including gender identity and gender expression), religion, marital status, registered domestic partner status, age, national origin, ancestry, physical or mental disability, sex (including pregnancy, childbirth, breastfeeding or related medical condition), protected hair style and texture (The CROWN Act), genetic information, sexual orientation, military and veteran status, or any other consideration made unlawful by federal, state, or local laws. If you would like to request an accommodation due to a disability, please contact us at careers@smilebrands.com