Head of Support Services

Head of Support Services

Department: Arkalytics - Support

Employment Type: Full Time

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 PositionThe 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
• Demonstrated leadership of a team of IT professionals (engineers, analysts)
• Customer Service or Production Support experience is a must
• Strong knowledge of agile principles and processes
• Experience with Python and SQL
• Experience with any one database such as Snowflake, Databricks, SQLServer, Oracle 
• Experience working on data management projects (data warehousing, BI, analytics)
• Experience with AWS and services such as Containers (Fargate), Lambda, S3, DynamoDB, SQS, EC2, ECS etc is preferred
• Experience with Tableau, PowerBI is preferred
• Extensive Data warehousing skills particularly in Data mapping, ETL and Data modeling required
• 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)

Preferred Experience

• Certified AWS Cloud practitioner, Developer or Solutions Architect
• Exposure to Data visualization tools such as Tableau, Power BI etc
• Experience with Docker
• Experience with Terraform
• Experience developing SAAS products
• Experience with Slack, Jira, Confluence, and Jira Service Desk
• Experience with Scrum framework