Remote SaaS Support Desk Manager - Healthcare Tech

Arine, Inc.

San Francisco (CA)

Hybrid

USD 115,000 - 125,000

Full time

3 days ago

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Job summary

Arine, Inc. is seeking a Support Desk Manager to oversee our Support Desk for the Virtual Pharmacist Platform and related systems in a remote-capable role with periodic on-site meetings. You will lead a team of Analysts, ensure SLA adherence, and drive continuous service improvements.

You will configure ticketing platforms, generate dashboards, and build scalable processes to support Arine’s rapid growth. Strong leadership, SaaS experience, and healthcare tech knowledge are essential for success.

Qualifications

6+ years of experience in Customer Support or IT Support, including at least 2 years in a leadership role.
Experience managing a Support Desk in a SaaS or healthcare technology environment.
Strong technical understanding of support operations and ticketing workflows.
Proficiency with ticketing tools such as Jira and data visualization/reporting tools.

Responsibilities

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 elevate 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.