Pronunciation: a:rine [uh-reen]. Noun: Arine is a name of Basque origin meaning "light." Arine illuminates the possibilities with medication management to deliver comprehensive economic and health outcomes. Backed by MaC Venture Capital.
About 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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 6+ years of experience in Customer Support or IT Support, including at least 2 years in a leadership or management role
- Experience managing a Support Desk in a SaaS or healthcare technology environment
- Strong technical understanding of support operations, ticketing systems, and workflows
- Proficiency with Ticketing tools such as JIRA and data visualization/reporting tools
- Proven ability to build and lead high-performing, remote support teams
- Excellent organizational, written, and verbal communication skills
More about this 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.
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...
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