Support Desk Manager
New
J
JobgetherHealthcare technology
Based in United States; Fully remote position within the United States.Full-TimeManager
Salary115,000 - 125,000 USD per year
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Job Details
- Experience
- 6+ years of experience in Customer Support or IT Support, including at least 2 years in a leadership or management position.
- Required Skills
- JiraSaaSGoogle WorkspaceHIPAACustomer support
Requirements
- Have 6+ years of experience in Customer Support or IT Support.
- Have at least 2 years of leadership or management experience.
- Have experience managing a Support Desk in a SaaS or healthcare technology environment.
- Understand support operations, ticketing systems, workflows, escalation processes, and service management.
- Have proficiency with ticketing platforms such as JIRA and experience using data visualization or reporting tools.
- Demonstrate the ability to build, lead, and develop remote support teams.
- Be able to manage competing priorities and respond effectively to escalations in high-pressure situations.
- Bring a detail-oriented, data-driven approach and a continuous improvement mindset.
- Be able to work effectively in a cross-functional, matrix-managed organization.
- A 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.
Responsibilities
- Lead, coach, and develop a team of Support Desk Analysts.
- Oversee daily Support Desk operations and ensure requests are logged, prioritized, tracked, and resolved within established SLA requirements.
- Manage Tier 1 support resolution and coordinate triage and escalation of Tier 2 and higher-level issues.
- Lead Severity 1 escalations, coordinate stakeholders, support customer communications, and track issues through resolution and retrospectives.
- Configure and manage ticketing platforms and related systems to align workflows with organizational processes and customer requirements.
- Develop dashboards, reports, and performance metrics for leadership review and operational decision-making.
- Develop and maintain FAQs, self-service resources, user manuals, and knowledge base content.
- Drive data-informed improvements, automation, and standardization across support processes and systems.
- Prepare the Support Desk team for product features and releases through training, documentation, and knowledge sharing.
- Maintain secure working practices and comply with applicable information security policies and HIPAA-related requirements.
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