Support Desk Manager

About the role

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs. Arine combines cutting‑edge data science, machine learning, AI, and deep clinical expertise to introduce a patient‑centric view to medication management and develop personalized care plans at scale for patients and their care teams.

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 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.
• 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.
• 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,