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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Support Desk operations, including ticketing systems and workflows, while leading high-performing teams in a SaaS or healthcare technology environment. Proficient in data visualization and reporting, with a focus on continuous improvement and effective communication.
Highest-signal resume keywords
Support Desk ManagementLeadership ExperienceTicketing Systems ProficiencyData Visualization SkillsHealthcare Technology Familiarity
About the role
Key responsibilities & impact- Lead, coach, and develop Support Desk Analysts
- Oversee daily Support Desk operations and ensure tickets are logged, prioritized, and resolved according to SLAs
- Manage Tier 1 resolution and triage Tier 2+ requests to appropriate internal teams
- Enforce SLA accountability and escalate issues to maintain service quality and timeliness
- Build and manage the Support Desk team as service scope and organizational needs evolve
- Promote collaboration across Operations, Product, Engineering, and Clinical teams
- Lead internal Severity 1 escalations through resolution and retrospectives
- Configure and manage the designated ticketing platform and related systems
- Develop dashboards, reports, and daily, weekly, and monthly performance metrics
- Drive data-informed improvements to operational processes and system performance
- Manage platform utilization and adoption among internal and external users
- Maintain professional client and internal-user relationships through clear, timely communication
- Ensure inquiries are documented, tracked, and resolved with empathy and accuracy
- Develop FAQs, self-help documentation, user manuals, and knowledge-base content
- Participate in client meetings and quarterly business reviews
- Identify process and system inefficiencies and recommend data-driven solutions
- Champion automation and standardization to improve scalability and reduce manual work
- Support adoption of new features and product releases through team readiness and knowledge sharing
Requirements
What you’ll need- 6+ years of experience in Customer Support or IT Support
- 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
- Proficiency with data visualization/reporting tools
- Proven ability to build and lead high-performing, remote support teams
- Excellent organizational, written, and verbal communication skills
- Ability to manage competing priorities and maintain composure under pressure
- Detail-oriented and data-driven, with a continuous improvement mindset
- Comfortable working in a cross-functional, matrix-managed organization
- Bachelor's degree or equivalent experience (nice-to-have)
- Experience configuring and managing multiple ticketing systems (nice-to-have)
- Familiarity with healthcare workflows, pharmacy support programs, or HIPAA compliance (nice-to-have)
- Proficiency with Google Workspace and Microsoft Office Suite (nice-to-have)
- Experience supporting MacBooks, Chromebooks, and PCs (nice-to-have)
- Established private work area that ensures information privacy
- Reliable low-latency internet capable of carrying video and voice calls
- Ability to pass a background check
- Must live in and be eligible to work in the United States
- Must undergo periodic Information Security Awareness and HIPAA guidelines training
- Must complete assigned trainings before access is granted
Benefits
Comp & perks- Unparalleled learning and growth prospects
- Collaboration with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs
- Remote work arrangement
- Opportunity to contribute to company growth and shape its future
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportIT SupportTicketing SystemsData VisualizationPerformance Metrics DevelopmentAutomationProcess ImprovementTechnical UnderstandingSaaS Environment ExperienceConfiguration Management
Soft Skills
Organizational SkillsCommunication SkillsDetail-OrientedProblem-SolvingEmpathy
Tools & Technologies
JIRAGoogle WorkspaceMicrosoft Office SuiteTicketing PlatformsReporting Tools
Certifications & Qualifications
Information Security Awareness TrainingHIPAA Compliance Training
Industry Keywords
Healthcare WorkflowsPharmacy Support ProgramsSaaSClient Relationship ManagementService Level Agreements