Job Details

Smile Brands, a three-time Glassdoor Best Place to Work, is seeking talented Help Desk Supervisor to join our team! We are seeking a highly motivated team member that wants to help support the company's goal of providing Smiles for Everyone. The ideal candidate will have experience managing a team, comfortable in a fast-paced, customer service environment and have excellent communication skills. This person would be managing the team that works closely with our Midwest Dental group. They are providing a wide array of technical assistance including but not limited to, providing software and network support, training, and troubleshooting any issues. The main goal is that our team is responding to user requests in a timely manner to determine the nature and extent of support needed and offers solutions.

Responsibilities:

• Managing and supporting a team of help desk technicians.
• Mentoring Helpdesk team, creating, revising and providing training documents/sessions.
• Monitoring team performance and maintaining/developing feedback reports for management.
• Communicating with end users and providing in-person and phone support as needed.
• Troubleshooting and resolving technical issues.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Making recommendations to improve operational efficiency

What’s It Like to Work at Smile Brands?

We believe in building a happy, harmonious work environment where you love what you do—and our culture supports that. You’ll have room for growth, the opportunity to advance in your career, and even the chance to explore new professional options both locally and nationally.

Requirements:

• ITIL v4 Certified, Microsoft Certified Desktop Support Technician or Microsoft Certified Technology Specialist or at least two years of experience as a Help Desk Supervisor/Manager or in a technical support role.
• Solid technical background with an ability to give instructions to technical as well as non-technical users.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.
• Excellent leadership and people management skills.
• Strong customer service skills.
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills