We’re SmileDirectClub, and we believe everyone deserves a smile they’ll love. We also believe that you deserve a job you’ll love. Good thing you found us, and we found you. At SmileDirectClub, we’re all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we’re spreading smiles and positivity all over the country.

It’s no small task. That’s why we’re looking for energetic, passionate, and confident team members who can help turn frowns, in to life-changing grins. Are you up for it?

The Help Desk Manager is responsible for managing the growing SmileShop technology support team. The manager will lead a team of field technicians and remote support technicians responsible for the delivery and ongoing operations support for all retail locations, 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).

Benefits of joining the club:

• Medical, Dental and Vision Insurance
• 401K with match
• PTO
• Aligner and Whitening Benefit
• Collaborative work environment and positive culture

SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn’t otherwise afford orthodontic treatment to get a better smile.

Want to learn more about us?

Check out https://smiledirectclub.com

Hear what our customers are saying: https://vimeo.com/233836276

See what our SmileShops are all about: https://vimeo.com/234533999