Support Desk Manager

Accountabilities:: 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. Maintain SLA accountability, escalate issues when necessary, and ensure support standards consistently meet internal and customer expectations. Build and scale the Support Desk team and operating model as service scope and organizational needs evolve. Promote effective collaboration across Operations, Product, Engineering, Clinical, and Customer Success teams. Lead internal Severity 1 escalations, coordinating stakeholders toward rapid resolution, supporting appropriate customer communications, and tracking issues through completion and retrospectives. Configure and manage ticketing platforms and related systems to align workflows with organizational processes and customer requirements. Develop and maintain daily, weekly, and monthly dashboards, reports, and performance metrics for leadership review and operational decision-making. Drive data-informed improvements to support processes, ticketing workflows, platform utilization, and overall system performance. Maintain strong relationships with clients and internal users through clear, professional, timely, and empathetic communication. Ensure customer inquiries are accurately documented, tracked, and resolved while maintaining a high-quality user experience. Develop and maintain FAQs, self-service resources, user manuals, and knowledge base content to improve support effectiveness and reduce recurring requests. Participate in client meetings and quarterly business reviews, providing insights into support performance, trends, and improvement opportunities. Identify process and system inefficiencies and use operational data to recommend and implement improvements. Champion automation and standardization to increase scalability, reduce manual work, and improve consistency across support operations. Support new product features and releases by preparing the Support Desk team through training, documentation, and knowledge sharing. Maintain secure working practices and comply with applicable information security policies and HIPAA-related requirements. Requirements 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. Proficiency with ticketing platforms such as JIRA and experience using data visualization or reporting tools. Demonstrated ability to build, lead, and develop high-performing remote support teams. Excellent organizational, written, verbal, and interpersonal communication skills. Ability to manage competing priorities, respond effectively to escalations, and remain composed in high-pressure situations. Detail-oriented and data-driven approach, combined with a strong continuous improvement mindset. Ability to work effectively within a cross-functional, matrix-managed organization. Strong customer orientation with an empathetic and solutions-focused approach to support. Bachelor’s degree or equivalent professional experience is preferred. Experience configuring and managing multiple ticketing systems is a plus. Familiarity with healthcare workflows, pharmacy support programs, or HIPAA compliance is preferred. Proficiency with Google Workspace and Microsoft Office Suite is desirable. Experience supporting MacBooks, Chromebooks, PCs, or similar end-user devices is a plus. Ability to maintain a private work area that protects confidential information. Reliable high-speed internet capable of supporting stable video and voice communications. Willingness to attend onsite meetings multiple times per year, including potentially during the interview process, onboarding, and team meetings. Must be authorized to work and reside in the United States . Ability to successfully complete a background check. Benefits $115,000–$125,000 annual salary , with final compensation determined by experience, job level, location, and other relevant factors. Fully remote position within the United States. Opportunity to lead and shape a growing Support Desk function. Significant ownership across support operations, team development, ticketing systems, reporting, and process improvement. Collaboration with experienced professionals across clinical, engineering, software architecture, and digital health disciplines. Opportunities for learning, professional development, and career growth within a growing healthcare technology environment. Exposure to healthcare technology, pharmacy-related workflows, HIPAA, and information security practices. Opportunity to drive automation, standardization, and scalable support processes. Cross-functional and client-facing experience with meaningful influence on service quality and customer experience. Inclusive and collaborative working environment. Periodic onsite team and organizational meetings while maintaining a primarily remote work model.