Remote Digital Help Desk Manager

Overview

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Remote Digital Help Desk Manager. In this role, you will lead a dedicated team providing exceptional support to doctors and office leaders. Your impact will be felt across the organization as you ensure timely handling of customer inquiries and issues, while driving service excellence. You will collaborate extensively to identify root causes and optimize processes, ultimately ensuring our partners receive the high level of service and support they expect. This position is crucial for bridging communication and operational gaps within digitally enabled practices.

In Short

• Oversee a team focused on managing escalations and delivering solutions to customer issues.
• Plan and execute workforce management functions, optimizing resource utilization.
• Establish processes to identify and resolve the root causes of recurring issues.
• Collaborate with field leaders and practice owners to exceed their service expectations.
• Analyze customer feedback and develop strategies for continuous service improvement.
• Serve as the liaison between training and IT teams, ensuring alignment on priorities.
• Build and mentor a high-performing team providing world-class customer service.
• Track and report on customer service KPIs to drive accountability.

Requirements

• 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 or digital services.
• Ability to lead a team in a remote work environment.
• Experience in a Help Desk or Ticket Management System preferred.
• Experience in Digital Dentistry technologies preferred but not required.
• Proven leadership experience, managing a team and working cross-functionally.
• Strong problem-solving skills with a focus on resolution and improvement.
• Excellent communication and interpersonal skills with a bias for building relationships.
• Data-driven mindset with experience using metrics to enhance performance.
• Familiarity with dental, medical, or manufacturing environments.
• Experience managing escalations in a distributed service model.
• Financial and analytical skills are required.
• Excellent verbal and written communication skills.
• Ability to balance multiple, high-priority initiatives simultaneously.
• Lean Six Sigma or similar certification preferred.
• Willingness to travel up to 25% of the time.

Benefits

• Competitive salary in the range of $90,000 - $95,000 per year.
• Remote work flexibility, allowing for a balanced work-life environment.
• Opportunities for professional growth and development.
• Supportive and collaborative work culture with a focus on team success.
• Access to the latest tools and technologies to enhance productivity.