Manager, Digital Help Desk

The Manager of Digital Helpdesk for Aspen Dental branded practices will lead a team dedicated to providing exceptional support to our doctors, offices, and field leaders. This role ensures customer inquiries, escalations, and issues are handled promptly, root causes are identified and resolved, and service excellence remains a priority. 

As the voice of the customer, this leader will collaborate across teams to optimize processes, strengthen communication, and ensure our field leaders and practice owners receive the service and support they expect. The Manager will play a critical role in bridging the gap between technical and training gaps for our digitally enabled practice locations. 

Salary: 90,000 - 95,000 / year

Responsibilities: 

• 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 exceeded 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 needs. 

• 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. 

Minimum Education and Experience: 

• 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