IT Suppport Lead

Who We Are

Arcadia is the technology company empowering energy innovators and consumers to fight the climate crisis. Our software and APIs are revolutionizing an industry held back by outdated systems and institutions by creating unprecedented access to the data and clean energy needed to make a decarbonized energy grid possible.

In 2014, Arcadia set out on its mission to break the fossil fuel monopoly and since then we have been knocking down the institutional barriers to unlock decarbonization. To date, we have connected hundreds of thousands of consumers and small businesses with high-quality clean energy options. Fast forward to today, and now, we’re thinking even bigger. We have launched Arc, an industry-defining SaaS platform that empowers developers and energy innovators to deliver their own custom, personalized energy experiences, accelerating the transformation of the industry from an analog energy system into a digitized information network.

Tackling one of the world’s biggest challenges requires out-of-the-box thinking & diverse perspectives. We’re building a team of individuals from different backgrounds, industries, & educational experiences. If you share our passion for ushering in the era of the clean electron, we look forward to learning what you would uniquely bring to Arcadia! Visit www.arcadia.com.

HQ: Washington, DC

$1.5B valuation; $380M funding to date

Job Summary:

Join our dynamic IT team and contribute to providing exceptional IT support to Arcadia's global workforce. Apply now and be part of our mission to empower our users through reliable and efficient IT services. The IT Support Lead at Arcadia is responsible for leading a team of IT support technicians in providing comprehensive and efficient support to global users. This role involves managing the day-to-day operations of the IT support team, ensuring timely resolution of technical issues, and maintaining a high level of customer satisfaction. The IT Support Lead will work closely with cross-functional teams to address user needs, leverage Jira Service Desk for efficient ticket management, and drive continuous improvement in IT support services.

This role involves working in a shift-based schedule to provide 24x5 support to global users.

Responsibilities:

• Oversee the day-to-day operations of the IT support team, ensuring adherence to service level agreements (SLAs) and response time targets
• Provide technical support for MAC and Windows operating systems, troubleshooting hardware and software issues, and ensuring smooth operation of end-user devices
• Utilize Jira Service Desk for ticket management, ensuring efficient handling of user requests and incidents
• Collaborate with cross-functional teams to address user needs and provide effective technical support using Jira Service Desk
• Resolve complex technical issues escalated by the support team, ensuring timely resolution and customer satisfaction
• Develop and maintain IT support processes, procedures, and documentation to ensure efficient and consistent service delivery
• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions
• Stay updated with the latest technology trends and advancements in IT support to drive continuous learning and improvement within the team
• Collaborate with other IT teams to implement and maintain global IT infrastructure, systems, and applications
• Lead and supervise a team of IT support technicians, providing guidance, coaching, and performance feedback

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role
• Strong knowledge of IT support principles, best practices, and methodologies
• Experience in providing global IT support in a shift-based environment
• Proficiency in supporting MAC and Windows operating systems
• Experience with Jira Service Desk for efficient ticket management and user support
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders
• Strong problem-solving and decision-making abilities
• Ability to work under pressure and manage multiple priorities in a fast-paced environment
• ITIL certification or knowledge of IT service management frameworks is a plus

Benefits:

• Competitive compensation based on market standards 
• We are working on a hybrid model with remote first policy
• Apart from Fixed Base Salary potential candidates are eligible for following benefits
• Flexible Leave Policy
• Office is located in the heart of the city in case you need to step in for any purpose
• Medical Insurance (1+5 Family Members)
• Flexible Benefit Plan
• Awards and Bonus
• Annual performance cycle
• Quarterly engagement activities

Eliminating carbon footprints, eliminating carbon copies.

Here at Arcadia, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in creating a clean energy future. Arcadia is committed to equal employment opportunities regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law. While we are currently unable to consider candidates who will require visa sponsorship, we welcome applications from all qualified candidates eligible to work in India.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.