The Role:

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.

What You'll be Doing:

Support Operations Leadership

• 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.

System Configuration and Management

• 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.

Customer Experience and Communication

• 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.

Continuous Improvement

• 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.

Who You Are and What You Bring:

You are an experienced and empathetic operations leader who thrives on structure, clarity, and continuous improvement. You have a strong background in customer support or IT service management and a passion for optimizing the customer experience in a fast-paced, mission-driven environment.

Requirements:

• 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.

Nice-to-Haves:

• Bachelor's degree or equivalent experience.
• Experience in configuring and managing multiple ticketing systems.
• Familiarity with healthcare workflows, pharmacy support programs, or HIPAA compliance.
• Proficiency with Google Workspace and Microsoft Office Suite.
• Experience supporting devices such as MacBooks, Chromebooks, and PCs.

Remote Work Requirements:

• An established private work area that ensures information privacy
• Reliable internet capable of low latency with the ability to carry video and voice calls without breaking up
• This role is remote, but you will be required to come to on-site meetings multiple times per year. This may be during the interview process, onboarding, and for team meetings

Perks:

Joining Arine offers you a dynamic role and the opportunity to contribute to the company's growth and shape its future. You'll have unparalleled learning and growth prospects, collaborating closely with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs.

The posted range represents the expected salary for this position and does not include any other potential components of the compensation package, benefits, and perks. Ultimately, the final pay decision will consider factors such as your experience, job level, location, and other relevant job-related criteria. The salary range for this position is: $115,000-125,000 per year.