Support Desk Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Desk Manager based in United States.

This role leads Support Desk operations for a growing healthcare technology environment, ensuring users receive timely, accurate, and empathetic support.

You will manage and develop a remote team of Support Desk Analysts while establishing strong service standards, workflows, and SLA performance.

The position combines people leadership with hands-on ownership of ticketing platforms, reporting, escalation management, and operational processes.

You will partner closely with Operations, Product, Engineering, Clinical, and Customer Success teams to resolve issues and improve the overall support experience.

A strong focus on data, automation, documentation, and standardization will help build scalable support systems that evolve with organizational growth.

The role also provides meaningful exposure to healthcare technology, pharmacy-related workflows, information security, and HIPAA requirements.

This is an opportunity to shape a critical support function while contributing to measurable improvements in service quality, customer experience, and operational efficiency.