Job Description
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 accountability and escalate issues as needed to maintain service quality and timeliness. Configure the ticketing platform (and other related systems) to align with company processes and client requirements.
Develop and maintain dashboards, reports, and performance metrics for leadership review. Drive data-informed improvements to operational processes and system performance. Maintain strong, professional relationships with clients and internal users through clear and timely communication. Ensure all customer inquiries are well-documented, tracked, and resolved with empathy and accuracy.
About Arine
Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments.