• 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.