Head of Support Services

Full Time, onsite
Arkatechture
Portland, United States of America

Salary undisclosed

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Department: Arkalytics - Support

Location: Remote

Compensation: $130,000 - $150,000 / year

Description

Why Work Here?
At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars: Do something meaningful, With a great team, Earning what you deserve.

We started in 2012 with a passion for data, business, and getting things done. We are a team of data lovers and technical experts who use our skills to help businesses big and small harness, utilize, and optimize their data. As New England's Data Resource, we are a small company constantly evolving to keep up with changing landscapes in the data world.

We are proud of the community and culture that we've created at Arkatechture, and we have no intention of slowing down. We offer a competitive benefits package that includes:

A flexible work-from-home policy (work 100% remotely!)

Open-concept offices in Portland, ME with an easy-going dress code, and fresh pots and pops all day (that's coffee and popcorn!)

Training & certificate reimbursement

A competitive benefits package that includes medical, disability, life insurance and optional dental/vision

401K Retirement planning with company matching

Generous paid time off and eleven paid holidays

Employee recognition through milestone awards including annual PTO increases and a 4 day work-week at 3 years of service!

All employees share our core values: put the team first, practice humility, take pride in everything we do, stay curious, care for our community & environment, take work seriously; ourselves not so much.

The Position
The Head of Support Services will be a critical part of the office of the CTO and will oversee the coordination and administration of various support functions such as engineering, analyst, admin work within the service desk organization of the Arkalytics platform. They will be responsible for interfacing directly with clients, ensuring customer satisfaction and timely resolution of incidents, problems, change tickets. They will provide strategic leadership to the Arkalytics Support (Service desk and Production support) team to ensure they align with broader organizational objectives, enhancing efficiency and service delivery. They will work closely with the CTO and other department heads to ensure that Arkalytics support services are run optimally. This position requires a balance of leadership, technical, data and analytical expertise and is a critical position between the implementation and support services of Arkalytics forming a bridge between the CTO, Head of Implementations, PO, Technical teams and the CSM team.

How to Apply
Please send a cover letter and resume with your application. You must submit both documents to be considered for the position. Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Arkatechture we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Key Responsibilities

Issue resolution

Service desk Queue organization, monitoring and prioritization

Lead all communications incase of incidents and be single POC for the customer success team

Own and implement all service desk policies and protocols

Ensure the service desk team (engineers, analysts and admins) meets SLAs and other goals at all times

Establish quality performance metrics to drive and measure continual improvement of team

Develop, test and review code (Python, SQL) when needed

Provide technical and architectural design / guidance to the team following Arkalytics best practices for Data Management

Work with project manager for resource planning and allocations

Escalation and incident management

Develop and report on KPIs (leading and lagging indicators) to show performance improvements and effectiveness around Arkalytics Support to the CTO on a bi-weekly basis

Remove any blockers to ensure timely resolution of issues

Ensure team effectively communicates with clients at all times

Oversee production support (Service desk + nightly batch) across all clients and escalate when necessary to CTO and other stakeholders

Quality Assurance: Monitor, evaluate, and refine support processes ensuring support services meet and exceed customer expectations while adhering to Arkalytics standards.

Implement feedback loops with customers and service teams identifying areas of improvement, elevating service quality and operational efficiency

Manage teams comprising of Engineers, Analysts and project managers

Offshore team management and contract negotiations

Be the escalation point for Service Desk issues and help with resolution meeting SLAs

Ensure technologies are used efficiently, profitably and securely

Research and evaluate leading market solutions and technologies to enhance operational effectiveness and reduce costs

Lead all RCAs (Arkalytics incidents)

Maximize Net Promoter Score

Develop platform observability for ELT processes (SFTP to BI refresh)

Perform some administrative functions if assigned

Maintain up to date Runbook, playbook and all other production support relevant documentation

Approve timesheets of team

Perform other related duties as assigned

Skills, Knowledge and Expertise

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