Head of Support Services
Company: Arkatechture
Location: Portland
Posted on: October 23, 2024
Job Description:
Head of Support ServicesDepartment: Arkalytics -
SupportEmployment Type: Full TimeLocation: RemoteCompensation:
$130,000 - $150,000 / yearDescriptionWhy 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.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 assignedSkills, Knowledge and
ExpertiseRequirements
- 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
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Keywords: Arkatechture, Portland , Head of Support Services, Other , Portland, Maine
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