Support Desk Manager, Arine

• 6+ years of experience in Customer Support or IT Support, including at least 2 years in a leadership or management role
• Experience managing a Support Desk in a SaaS or healthcare technology environment
• Strong technical understanding of support operations, ticketing systems, and workflows
• Proficiency with Ticketing tools such as JIRA and data visualization/reporting tools
• Proven ability to build and lead high-performing, remote support teams
• Excellent organizational, written, and verbal communication skills
• Ability to manage competing priorities and maintain composure under pressure
• Detail-oriented and data-driven, with a continuous improvement mindset
• Comfortable working in a cross-functional, matrix-managed organization

Desirable

• At Arine, smooth and efficient processes are critical to our success
• We’re seeking a Support Desk Manager with excellent organizational, leadership, and communication skills to oversee our Support Desk operations
• In this role, you’ll manage and optimize all aspects of the Support Desk — ensuring timely, high-quality responses to support requests from both internal and external users of the Virtual Pharmacist Platform and related systems
• You’ll lead and develop the Support Desk Analyst team, drive adherence to SLAs, and collaborate across departments to continuously enhance service quality and operational efficiency
• You will also be responsible for configuring and managing our ticketing platforms, generating performance reporting, and building scalable systems that evolve with Arine’s growth
• Lead, coach, and develop a team of Support Desk Analysts to ensure efficient and empathetic service delivery
• Oversee daily Support Desk operations, ensuring all tickets are logged, prioritized, and resolved according to SLA requirements
• Manage Tier 1 request resolution and triage Tier 2+ requests to appropriate internal teams
• Enforce SLA accountability and escalate issues as needed to maintain service quality and timeliness
• Build and manage the Support Desk team based on evolving service scope and organizational needs
• Promote collaboration and communication across Operations, Product, Engineering, and Clinical teams
• Lead internal Severity 1 escalations to drive immediate resolution with stakeholders, guide Customer Success on appropriate client communications, and track to completion through retrospectives
• Configure and manage the designated ticketing platform (and other related systems) to align with company processes and client requirements
• Develop and maintain dashboards, reports, and performance metrics (daily, weekly, monthly) for leadership review
• Drive data-informed improvements to operational processes and system performance
• Manage platform utilization and adoption across internal and external users
• Maintain strong, professional relationships with clients and internal users through clear and timely communication
• Ensure all customer inquiries are well-documented, tracked, and resolved with empathy and accuracy
• Develop and maintain FAQs, self-help documentation, user manuals, and knowledge base content
• Participate in client meetings and quarterly business reviews, providing insights into support performance and improvement initiatives
• Identify and surface process and system inefficiencies, providing data-driven insights and recommendations for resolution
• Champion automation and standardization of support processes to increase scalability and reduce manual work
• Support the adoption of new features and product releases by ensuring team readiness and knowledge sharing