Support Desk Manager

📋 Description

• Lead, coach, and develop a team of Support Desk Analysts, fostering an efficient, empathetic, and
• Oversee daily Support Desk operations, ensuring requests are properly logged, prioritized, tracked
• Manage Tier 1 support resolution and coordinate the triage and escalation of Tier 2 and
• Maintain SLA accountability, escalate issues when necessary, and ensure support standards
• Build and scale the Support Desk team and operating model as service scope and organizational needs
• Promote effective collaboration across Operations, Product, Engineering, Clinical, and Customer

🎯 Requirements

• 6+ years of experience in Customer Support or IT Support, including at least 2 years in a
• Experience managing a Support Desk within a SaaS or healthcare technology environment.
• Strong technical understanding of support operations, ticketing systems, workflows, escalation
• Proficiency with ticketing platforms such as JIRA and experience using data visualization or
• Demonstrated ability to build, lead, and develop high-performing remote support teams.
• Excellent organizational, written, verbal, and interpersonal communication skills.

🎁 Benefits

• $115,000–$125,000 annual salary, with final compensation determined by experience, job level
• 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
• Collaboration with experienced professionals across clinical, engineering, software architecture
• Opportunities for learning, professional development, and career growth within a growing healthcare