Practice Support Management

4 days ago

Manila, National Capital Region, Philippines CareDesk Full time ₱70,000 - ₱120,000 per year

Practice Support Manager

Department: Practice Support

Reports to: Office of CEO

About the Role

We are looking for a Practice Support Manager to lead and scale our ticket intake & service request operations. This role is responsible for ensuring all incoming requests are triaged, routed, and resolved efficiently while maintaining high quality and consistency across the Practice Support team.

You'll oversee a team of Associates, coach them on best practices, and drive operational improvements in Zendesk. You'll own intake performance metrics, vendor and cross department dependencies, and play a critical role in how we support our clients.

If you thrive in building processes, coaching teams, and turning complex workflows into smooth operations, this role is for you.

What You'll Do

  1. Leadership & Team Development


• Manage Intake Coordinators and Associates, setting clear goals and accountability.


• Provide coaching, feedback, and training to raise team performance and consistency.


• Build a service-oriented culture with strong communication standards.

  1. Operational Oversight


• Own Zendesk intake workflows, ensuring tickets are triaged, categorized, and resolved on time.


• Monitor queue health, SLA adherence, backlog, and escalations—intervening where needed.


• Define and enforce documentation standards for clarity and completeness.

  1. Process Excellence & Continuous Improvement


• Identify recurring issues, bottlenecks, and training gaps; implement improvements in workflows, forms, macros, and automations.


• Partner with leadership to align intake operations with broader business priorities.


• Track performance trends and use reporting to drive data-backed improvements.

  1. Cross-Functional & Vendor Coordination


• Oversee dependencies with other departments and vendors (procurement, IT, facilities, finance).


• Optimize vendor scheduling and site visits, ensuring seamless communication with client management.


• Establish and monitor SLAs for external and internal handoffs.

  1. Reporting & Insights


• Own intake KPIs and reporting dashboards (ticket volume, turnaround, SLA performance, repeat issues).


• Share insights with leadership and recommend changes to reduce friction and improve client experience.

What Success Looks Like


• High SLA compliance and low backlog/aging tickets.


• Consistent quality and communication across all intake tickets.


• Improved efficiency through automation, reporting, and smarter workflows.


• Strong vendor and cross-team coordination, with clear ownership of handoffs.


• A motivated team that grows in skill and confidence under your guidance.

What We're Looking For


• 4–6 years of experience in operations, customer support, or service management; healthcare/clinic operations experience a plus.


• 2+ years managing or leading teams.


• Strong track record using ticketing systems (Zendesk strongly preferred).


• Exceptional organizational and communication skills; able to manage multiple priorities and stakeholders.


• Process-driven with the ability to design and implement scalable workflows.


• Comfortable with data: able to interpret reports, track KPIs, and communicate results to leadership.


• Collaborative leader who can build trust across teams and vendors.

Why Join Us

At CareDesk, we're transforming how clinics operate by bringing structure, efficiency, and a human touch to every interaction. As Practice Support Manager, you'll shape the backbone of our client support operations and have a direct impact on how providers, staff, and patients experience our services.

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