{"id":3041737,"url":"https://alion.io/job/arine-support-desk-manager-2","title":"Support Desk Manager","company":{"id":171723,"name":"Arine","domain":"arine.io","url":"https://alion.io/company/arine","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":{"grade":"C","score":62,"open_postings":11,"ghost_share":0.636,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":85000,"max_usd":177000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":461},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Machine Learning","optional":false},{"name":"Google Workspace","optional":true},{"name":"HIPAA","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-09-05T05:38:55Z","employer_posted_date":"2026-09-05","last_verified_at":"2026-10-23T15:18:51Z","board_verified":true,"closed_at":null,"days_open":48,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":48},"description":"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.\nBased 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.\nFrequently, medications cause more harm than good. Incorrect drugs and doses costs 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.\nArine 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.\nWhy is Arine a Great Place to Work?:\nOutstanding Team and Culture - Our shared mission unites and motivates us to do our best work. We have a relentless passion and commitment to the innovation required to be the market leader in medication intelligence.\nMaking a Proven Difference in Healthcare - We are saving patient lives, and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care.\nMarket Opportunity - Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today. Non-optimized medications therapies which cost the US 275,000 lives and $528 billion annually.\nMomentum That Matters - In just over eight years, Arine has grown into one of the fastest-growing healthcare AI companies, serving more than 45 million members through partnerships with leading health plans nationwide. Recognized on the Inc. 5000 list for two consecutive years, we're combining rapid growth with meaningful impact on the quality, cost, and outcomes of care.\nThe Role:\nAt 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.\nIn 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.\nYou will also be responsible for configuring and managing our ticketing platforms, generating performance reporting, and building scalable systems that evolve with Arine’s growth.\nWhat You’ll be Doing:\nSupport Operations Leadership\nLead, coach, and develop a team of Support Desk Analysts to ensure efficient and empathetic service delivery.\nOversee daily Support Desk operations, ensuring all tickets are logged, prioritized, and resolved according to SLA requirements.\nManage Tier 1 request resolution and triage Tier 2+ requests to appropriate internal teams.\nEnforce SLA accountability and escalate issues as needed to maintain service quality and timeliness.\nBuild and manage the Support Desk team based on evolving service scope and organizational needs.\nPromote collaboration and communication across Operations, Product, Engineering, and Clinical teams.\nLead internal Severity 1 escalations to drive immediate resolution with stakeholders, guide Customer Success on appropriate client communications, and track to completion through retrospectives.\nSystem Configuration and Management\nConfigure and manage the designated ticketing platform (and other related systems) to align with company processes and client requirements.\nDevelop and maintain dashboards, reports, and performance metrics (daily, weekly, monthly) for leadership review.\nDrive data-informed improvements to operational processes and system performance.\nManage platform utilization and adoption across internal and external users.\nCustomer Experience and Communication\nMaintain strong, professional relationships with clients and internal users through clear and timely communication.\nEnsure all customer inquiries are well-documented, tracked, and resolved with empathy and accuracy.\nDevelop and maintain FAQs, self-help documentation, user manuals, and knowledge base content.\nParticipate in client meetings and quarterly business reviews, providing insights into support performance and improvement initiatives.\nContinuous Improvement\nIdentify and surface process and system inefficiencies, providing data-driven insights and recommendations for resolution.\nChampion automation and standardization of support processes to increase scalability and reduce manual work.\nSupport the adoption of new features and product releases by ensuring team readiness and knowledge sharing.\nWho You Are and What You Bring:\nYou 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.\nRequirements:\n6+ years of experience in Customer Support or IT Support, including at least 2 years in a leadership or management role.\nExperience managing a Support Desk in a SaaS or healthcare technology environment.\nStrong technical understanding of support operations, ticketing systems, and workflows.\nProficiency with Ticketing tools such as JIRA and data visualization/reporting tools.\nProven ability to build and lead high-performing, remote support teams.\nExcellent organizational, written, and verbal communication skills.\nAbility to manage competing priorities and maintain composure under pressure.\nDetail-oriented and data-driven, with a continuous improvement mindset.\nComfortable working in a cross-functional, matrix-managed organization.\nNice-to-Haves:\nBachelor’s degree or equivalent experience.\nExperience in configuring and managing multiple ticketing systems.\nFamiliarity with healthcare workflows, pharmacy support programs, or HIPAA compliance.\nProficiency with Google Workspace and Microsoft Office Suite.\nExperience supporting devices such as MacBooks, Chromebooks, and PCs.\nRemote Work Requirements:\nAn established private work area that ensures information privacy\nReliable internet capable of low latency with the ability to carry video and voice calls without breaking up\nThis role is remote, but you will be required to come to on-site meetings multiple times per year. This may be during the interview process, onboarding, and for team meetings\nPerks:\nJoining 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.\nThe posted range represents the expected salary 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 salary range for this position is: $115,000-125,000 per year.\nJob Requirements:\nAbility to pass a background check\nMust live in and be eligible to work in the United States\nInformation Security Roles and Responsibilities:\nAll staff at Arine are expected to be part of its Information Security Management Program and undergo periodic training on Information Security Awareness and HIPAA guidelines. Each user is responsible to maintain a secure working environment and follow all policies and procedures. Upon hire, each person is assigned and must complete trainings before access is granted for their specific role within Arine.\nCheck our website at https://www.arine.io. This is a unique opportunity to join a growing start-up revolutionizing the healthcare industry!\nArine is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect. We do not discriminate on the basis of race, ethnicity, color, religion, gender, sexual orientation, age, disability, or any other legally protected status. Our hiring decisions and employment practices are based solely on qualifications, merit, and business needs. We encourage individuals from all backgrounds to apply and join us in our mission.\nFor security purposes, official communications from Arine will only come from @arine.io email addresses or through our authorized platforms, including Rippling, TurboCheck, Jobma, and Checkr. If you receive a message claiming to be from Arine through another source, or if you have concerns about its authenticity, please contact us before sharing personal information or taking any action. We will never request payment or sensitive personal information (copy of government-issued ID, social security number, bank details, etc.) during the recruiting process.\nNote to Recruitment Agencies: We appreciate your interest in finding talent for Arine, but please be advised that we do not accept unsolicited resumes from recruitment agencies. All resumes submitted to Arine without a prior written agreement in place will be considered property of Arine, and no fee will be paid in the event of a hire. 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