Support Desk Manager

Support Desk Manager

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.

Frequently, medications cause more harm than good. Incorrect drugs and doses cost the US healthcare system over $528 billion in waste, avoidable harm, and hospitalizations each year. Arine is redefining what excellent healthcare looks like by solving these issues through our software platform (SaaS). We combine cutting edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management, and develop and deliver personalized care plans on a massive scale for patients and their care teams.

Arine is committed to improving the lives and health of complex patients that have an outsized impact on healthcare costs and have traditionally been difficult to identify and address. These patients face numerous challenges including complicated prescribing issues across multiple medications and providers, medication challenges with many chronic diseases, and patient issues with access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, we deliver recommendations and facilitate clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers.

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

Customer Experience and Communication

Continuous Improvement

About You

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 :

Preferred :

Remote Work Requirements :

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 base salary range 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 base salary range for this position is : $115,000-$125,000 / year.