• Senior Director of Enterprise Support

    Job Locations US-TN-Nashville
    Posted Date 2 months ago(7/18/2019 3:18 PM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    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, into life-changing grins. Are you up for it?


    SmileDirectClub is seeking a Sr Director of Enterprise Support to join our team. This will be a high-impact leader responsible for advancing our technology support processes and supporting our growth initiatives. You will be leading an international support organization that includes tier 1 & 2 technicians, field support technicians and vendors. This team is responsible for supporting our internal team members and the deployment of technology for new stores. You will be leading the team to deliver technology and support with an emphasis on end-user security, cost optimization, and customer satisfaction.



    • Overall leadership, direction, development, and allocation of resources of the Enterprise Support Team. 

    • Provide strategic and operational leadership of all functions within the technology support group

    • Define and implement global support strategy to meet rapidly expanding international needs.

    • Lead teams of internal resources and external partners that are responsible for consistent operational support and the deployment of technology in new locations.

    • Identify, define, measure, and improve key support processes using ITIL and other appropriate best practice benchmarks to improve operational and service delivery effectiveness and efficiency.

    • Leads with a continuous improvement mindset that consistently identifies and implements changes to improve the effectiveness and scale of the support team.


    • Develop and implement SLAs, KPIs, standards, procedures, and processes for the helpdesk group to develop continuous monitoring and drive improvements.


    • Lead the technology support teams with a focus on customer service, cost efficiency, and continuous improvement.


    • Communicate with executive leadership team on support metrics, projects, and changes.


    • Work in a fast-paced environment with the ability to adapt and change priorities as the business needs change.


    • Work with IT security to set standards, operational processes, and policies.


    • Budgeting responsibilities include working with the VP of Global Infrastructure to develop and administer the departmental budget, including projecting technology spend to meet the needs of the organization in providing enterprise support.


    • Research and evaluate new technologies and applications as appropriate.


    It will really make us smile if you have…

    • Bachelor’s degree in technology related field, or relevant work experience


    • 10+ years of proven experience in technology leadership roles, including helpdesk or support teams.


    • Experience supporting international operations including manufacturing, ecommerce, retail, and call center.


    • Direct experience managing technical support operations in an enterprise-scale, geographically distributed environment.


    • ITIL\ITSM certifications and experience implementing.


    • Strong Knowledge of planning, design, implementation and support of enterprise technology solutions.


    • Strong working knowledge of support processes, change management, and project management.


    • Demonstrated results-oriented, team leadership abilities with a successful track-record of managing and delivering multiple projects simultaneously


    • Excellent verbal and written communication skills required.


    • Ability to work in a fast-paced environment but remain appropriately detail-oriented

    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.


    Who We Are: https://vimeo.com/284966502



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