SmileDirectClub is changing the world of orthodontics. We feel everyone deserves a beautiful smile, so we made it affordable! Join a team that is redefining an industry and making a difference in people's lives.

The Help Desk Manager is responsible for overseeing the work activities and production of the Help Desk Team across multiple facilities in the US and Costa Rica. The Manager leads the team to provide outstanding service to our internal customers, while also maintaining a positive work environment.

Duties and 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.

Education and Experience:

● 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 a plus.
● ITIL or similar certifications a plus.

Knowledge/Skills/Abilities/Training/Systems:

● Strong leadership, managerial, customer service, and organization skills.
● Must be able to communicate effectively both verbally and written.
● Must be friendly and approachable and able to maintain a professional and courteous attitude with.
● Strong technical knowledge of computer hardware, software, and network technology.
● Must possess strong analytical and problem solving skills.
● Must be friendly, approachable and able to maintain a professional and courteous attitude.
● Able to work in a fast-paced startup environment, manage competing demands, and able to deal with frequent change or unexpected events.

SmileDirectClub is a young company that’s revolutionizing the invisible aligner market. By connecting patients and providers in the digital space, we can make beautiful smiles more affordable for everyone. We provide direct-to-patient invisible aligner therapy that allows patients to realign their smile affordably, conveniently and privately from home.

Our next step is to help more people transform their smiles by building our team with sharp, experienced team members who are energized by the fast-paced startup environment. If you have what it takes to dig into this market with us, then together we can change how the world thinks about straightening teeth.