The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as an IT Service Desk Manager.

Job Summary:

The ideal candidate for this position is a reliable, adaptable, thought-leading IT professional capable of managing a technical team maintaining high work standards. The IT Service Desk Manager will cultivate excellent customer service relationships, with a focus on collaboration and direct communication with end users, executives, and peers. You will also work with several other initiatives, projects, and partnering with stakeholders in other departments. 

Core Competencies:

Customer Focus — Is dedicated to meeting the expectations and requirements of internal and external customers.
Drive for Results — Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Ethics and Values — Adheres to an appropriate and effective set of core values and beliefs during both good and bad times, acts in line with those values.
Managing Vision and Purpose — Is optimistic; can inspire and motivate vision and sense of core purpose.
Adaptability—Maintaining effectiveness when experiencing major changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures.
Communication—Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Managing Work—Effectively managing one’s time and resources to ensure that work is completed efficiently.
Quality Orientation—Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; meeting timelines.
Work Standards—Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Essential Responsibilities:

Oversee our internal IT Service Desk operations; Act as escalation point for all requests and incidents.
Develop and mature phone/incident escalation processes to ensure free flowing escalation and information within the organization.
Recruit, Train, coach, and mentor Service Desk Specialists.
Oversee staff activities and build/obtains training material for support staff.
Schedule employees working times and provide backup support.
Interact with internal and external customers on service needs or support.
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.
Develop and drive a continuous improvement process with IT Service Management; Determine root cause of issues and communicate appropriately to internal and external customers.
Advise leadership on situations that may require additional customer support or escalation
Ensure the Service Desk the single source of truth and service delivery channel for IT.
Monitor and manage phone queues (participating in escalated calls as needed).
Assist in Major Incident Management process for communicating outages and support recovery activities
Complete employee reviews and evaluations from the guidance of our HR team

Preferred Requirements/Qualifications:

Bachelor’s degree in IT or related field
ITIL Foundations or similar certifications a plus
3+ Years as a leader in a call center environment or related experience
Analytical skills to identify trends and areas for improvement
Problem-solving and decision-making capabilities
Excellent communication and interpersonal skills to interact with users at all levels

Annual Salary Range: $100,000-$120,000 plus bonus potential, with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match