Remote Support Desk Manager - Healthcare Tech

Jobgether SRL; United States; Remote; USD 115,000 - 125,000; Full time

Job summary

Jobgether SRL is seeking a Support Desk Manager to lead and scale a remote team for a growing healthcare technology environment in the United States. The role emphasizes data-driven processes, strong service standards, and cross-functional collaboration with Operations, Product, Engineering, Clinical, and Customer Success teams.

The ideal candidate has extensive SaaS support experience, a proven record in remote leadership, and a focus on automation, documentation, and standardization to improve

Qualifications

• 6+ years of experience in Customer Support or IT Support, including at least 2 years in a leadership or management position.
• Experience managing a Support Desk within a SaaS or healthcare technology environment.
• Strong technical understanding of support operations, ticketing systems, workflows, escalation processes, and service management.
• Experience configuring and managing multiple ticketing systems is a plus.

Responsibilities

• Lead, coach, and develop a team of Support Desk Analysts, fostering an efficient, empathetic, and high-performing support culture.
• Oversee daily Support Desk operations, ensuring requests are properly logged, prioritized, tracked, and resolved within established SLA requirements.
• Manage Tier 1 support resolution and coordinate the triage and escalation of Tier 2 and higher-level issues to the appropriate internal teams.
• Build and scale the Support Desk team and operating model as service scope and organizational needs evolve.
• Develop and maintain dashboards, reports, and performance metrics for leadership review and operational decision-making.

Skills

Leadership

People management

Customer focus

Communication

SaaS support

Data-driven

Education

Bachelor's degree or equivalent

Tools

JIRA

Reporting tools

Job description

Jobgether SRL is seeking a Support Desk Manager to lead and scale a remote team for a growing healthcare technology environment in the United States. The role emphasizes data-driven processes, strong service standards, and cross-functional collaboration with Operations, Product, Engineering, Clinical, and Customer Success teams.

The ideal candidate has extensive SaaS support experience, a proven record in remote leadership, and a focus on automation, documentation, and standardization to improve