Support Desk Manager

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October 28

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Arkatechture

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Analytics • Consulting • SaaS

Arkatechture is a company specializing in data analytics services. They offer a comprehensive suite of analytics solutions, including Arkalytics, a SaaS data warehouse platform designed for rapid deployment. Arkatechture partners with businesses to develop and execute their data strategy, providing services such as data management, business intelligence, predictive analytics, and Tableau consulting. Serving industries like credit unions and community banks, Arkatechture focuses on improving data-driven decision-making and enhancing ROI through customized dashboards, reports, and predictive models. Their team of experts provides managed services and professional consulting to support organizations in building and maintaining effective data analytics ecosystems.

51 - 200 employees

☁️ SaaS

💰 Venture Round on 2022-02

📋 Description

• Lead and oversee the Support Desk department, consisting of analysts, technical account managers, engineers, and ArkaIndia technical analysts. • Manage, mentor, and coach analysts, fostering continuous learning and professional development. • Service desk queue organization, monitoring and prioritization • Ensure the service desk team (engineers, analysts, and admins) meets SLAs and other goals at all times • Escalation and incident management • Remove any blockers to ensure timely resolution of issues • Ensure team effectively communicates with clients at all times • Assist in managing operational tools such as PagerDuty, Smartsheet, Jira, and NetSuite. • Contribute to maintaining customer-facing support resources (FAQs, known issues, templates). • Lead to cross-functional meetings, retrospectives, and process reviews, offering insights into recurring trends and opportunities for platform and service optimization. • Identify risks, recurring issues, and opportunities for process optimization; collaborate with the Head of Support Services to implement improvements and drive service quality. • Maintain active communication with the internal Arkatechture team and clients. • Escalate risks and issues on time. • Participate in staffing decisions including hiring, onboarding, and performance management. • Additional responsibilities as assigned.

🎯 Requirements

• Bachelor’s or Master’s Degree in Computer Science, Engineering, or a related field. • 10+ years in a similar role or corporate managerial experience, leading cross-functional IT teams consisting of developing IT strategies, development and architecture • Demonstrated leadership of a team of IT professionals (engineers, analysts) • Customer Service experience is a must • Strong knowledge of agile principles and processes • 8+ years Experience with Python and SQL • 8+ years Experience with any one database such as Snowflake, Databricks, SQLServer, Oracle • 8+ years Experience working on data management projects (data warehousing, BI, analytics) • Experience with AWS • 8+ years Experience with Tableau, PowerBI • Excellent ability to listen, capture and elicit business requirements and translate to technical specifications • Critical thinking and problem solving skills • Ability to multitask, organize, and prioritize work and conflicting priorities • Ability to challenge the status quo and implement change • Demonstrated relationship skills – works seamlessly externally (customers) and internally (Technical and customer success teams)

🏖️ Benefits

• A flexible remote work policy with optional access to our Portland, Maine office • A 4-day workweek after 3 years of service • Generous paid time off, including 11 holidays • Medical, disability, life insurance, and optional dental/vision • 401(k) retirement plan with company match • Training & certification reimbursement • Milestone recognition programs, annual PTO increases, and more