Support Desk Manager (arkaus) - Remote Eligible

Support Desk Manager

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.

Founded in 2012, Arkatechture has grown into a nationally recognized data and technology company, partnering with organizations across the fintech, AI, and financial services spaces. We combine deep industry knowledge with technical expertise to help our clients unlock the full potential of their data. Whether it's modernizing infrastructure, building analytics platforms, or leveraging AI for smarter decision-making, we thrive at the intersection of innovation and impact. Our team is made up of curious, collaborative, and community-minded professionals who are passionate about solving complex problems and staying ahead of what's next in data and technology. While our roots are in New England, our reach is nationwide, and we support flexible, remote-friendly work to match.

We offer a competitive benefits package that includes:

• 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

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

Arkatechture is seeking an experienced Support Desk Manager to lead a team of analysts, engineers, and technical account managers responsible for delivering exceptional post-implementation support for Arkalytics customers. This role oversees day-to-day service delivery, including queue management, escalation handling, SLA adherence, and proactive customer communication. In addition to managing operations, this role will mentor and develop team members, drive analytical problem solving, and apply technical expertise to resolve complex data and platform issues.

The Support Desk Manager partners closely with cross-functional leaders across Engineering, Product, Customer Success, and Implementations to ensure seamless customer experiences, impactful resolutions, and continuous service improvement. The ideal candidate is a strong technical leader with experience in data and cloud platforms, excellent communication skills, and a passion for building efficient, high-performing teams. This role plays a key part in evolving Support Desk best practices and contributing to the long-term success of the Arkalytics platform and our customers. How to apply

Please send a cover letter and resume with your application. You must submit both documents to be considered for the position. We're building a diverse team of people who care about doing meaningful work with great people. If that excites you, apply and let's start the conversation.

Key Responsibilities

• 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 an 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.

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 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)

Preferred Experience

• Certified AWS Cloud practitioner, Developer or Solutions Architect
• Experience managing remote teams outside of the US
• Experience with Slack, Jira, Confluence, and Jira Service Desk
• Experience with Scrum framework
• Experience working with financial institutions such as Credit unions, Banks

About Arkatechture

At Arkatechture, we love data — we play with it and learn from it every day, and we want you to love your data, too. We are a data consultation and services company specializing in data quality, visualization, and management, as well as customized enterprise-level solutions. We work with companies big and small to help solve their data challenges and reveal how they can leverage their data in brand new ways. Need to collect, clean, or visualize your data? We can help.