Arrive Logistics
Arrive Logistics is defining a new standard for service in freight. Learn more at arrivelogistics.com/resources!
Austin, TX

Service Desk Manager at Arrive Logistics

| Austin
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The Service Desk Manager oversees the daily operations of the Service Desk and manages a team of Service Desk Technicians that provide resolution to a high volume of frontline issues for internal customers. This position ensures tickets are addressed in accordance with time and quality standards, delegates work, handles escalated issues and provides troubleshooting, technical support, workstation support, and system set-up for Executive and Senior Management. The Service Desk Manager coordinates with internal clients on department or enterprise system and applications related initiatives and is responsible for Vendor Management and liaises with external contact to resolve complex issues. 

Essential Functions:

  • Manage the daily operations of the IT Service Desk department. Evaluate performance and hold direct reports accountable for performance and address any performance issues appropriately. Hire, promote and performance manage as needed. Work with ER to enforce company policy. 
  • Develop and maintain team training program, including training documents and materials. Train new hires and team on updated processes, regulations and requirements. Provide continuous training allowing for follow-through and follow-up. Develop and identify improvements to current processes that improve productivity and quality of the team.
  • Work with Leadership to establish department goals and objectives. Detail steps to achieve objectives and delegate tasks appropriately. 
  • Ensure that team works within established troubleshooting guides, has the knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets. Ensure team maintains a high level of customer service with all transactions. 
  • Troubleshoot and provide excellent customer service to Senior and Executive level management. Use expert knowledge of company systems, software, hardware and processes to handle escalations and complex issues. 
  • Lead the engagement of various teams throughout the organization with a service mindset, focusing on ensure the end-user satisfaction.
  • Handle large scale administrative IT projects that require knowledge of infrastructure.
  • Develop and monitor team SLAs and KPIs. Run, monitor and analyze reports and provide updates to leadership. Implement related improvements as suggested by data and knowledge of challenges. 
  • Build and maintain relationships with internal and external key stakeholders. 
  • Other duties as needed or assigned. 

Education and/or Experience:

  • A high school diploma/GED equivalent. Bachelors degree preferred.
  • 5+ years Customer Service experience required
  • 3+ years Help desk/Service desk experience required
  • Management or Leadership experience required
  • Demonstrated ability to lead, mentor, motivate and train others 
  • Strong technical knowledge of applications, systems, software and hardware used by Arrive 
  • Excellent written and verbal communication skills
  • Strong customer service and conflict management skills 
  • Strong analytical skills and ability to prioritize the workload of a team
  • The ability to multi-task in a fast-paced environment, juggling multiple deliverables simultaneously, meet strict deadlines, and work under pressure
  • A flexible & solutions oriented demeanor
  • Ability to conduct themselves with a high level of discretion
  • Very strong work ethic with a team mentality

Supervisory Responsibility:

  • This position manages a team of direct reports. 

Why Arrive?

  • Take advantage of excellent benefits, including health, dental, vision, and life coverage.
  • Invest in your future with our matching 401K program.
  • Enjoy the flexibility of a hybrid work-from-home schedule based on position and tenure. 
  • Build relationships and find your home at Arrive through our Employee Resource Groups.
  • Get recognized through our employee rewards program.
  • Leave the suit and tie at home; our dress code is casual.
  • Eat for free on Fridays…lunch is on Arrive! Snack and lunch options are also available daily.
  • Work in the booming city of Austin, TX - we are in a convenient location close to the airport and downtown.
  • Park your car for free on site!
  • Sweat it out using local gym discounts or with the team at our onsite gym.
  • Maximize your wellness with free counseling sessions through our Employee Assistance Program
  • Start your morning with a specialty drink from our fully stocked coffee bar, Broker’s Brew.
  • Get paid to work with your friends through our Referral Program!
  • Get relocation assistance! If you are not local to the area, we offer relocation packages and have a Relocation Specialist who can help you along the way.

Covid Response and Flex Policy:
Arrive Leadership continually evaluates the Covid-19 pandemic and makes informed decisions based on applicable regulation, CDC recommendation, best practice, and local impacts of the pandemic. Arrive has implemented a comprehensive and proactive Covid response plan designed for the safety of our employees. This plan includes in-office safety protocol for all employees and a flexible work schedule based on position and tenure. 

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Where we are

Our headquarters is located at the MetCenter, a business park in Central Austin that is minutes from downtown Austin and the airport.

Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • GraphQLLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases
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What are Arrive Logistics Perks + Benefits

Arrive Logistics Benefits Overview

At Arrive, your ambitious goals will be appreciated in an environment that provides the training, mentoring, and tools to succeed. You will be empowered to create your career and experience the success that comes with solving problems, building relationships, and boldly growing business. Oh, and you'll have some fun too.

Culture
Volunteer in local community
Arrive supports community outreach opportunities throughout the year. Most recently, we supported a canned food drive for the Central Texas Food Bank!
Partners with Nonprofits
Arrive supports nonprofit opportunities throughout the year. Most recently, we participated in an Angel Tree to provide holiday cheer children & adults with disabilities through Easterseals.
Friends outside of work
Eat lunch together
Intracompany committees
Arrive currently has a party planning committee that takes ownership of our semi-annual company-wide events. We are always looking for leaders to start committees of their own!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Arrive's leadership is comprised of individuals with diverse backgrounds, experiences, and ideas. Our Chief People Officer is focused on the constant creation and improvement of our D&I initiatives.
Unconscious bias training
Diversity Employee Resource Groups
We recently created a diversity and inclusion committee led by 10 diverse members with various roles and responsibilities at Arrive. They meet once a month.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
We are looking forward to Wellness Month in January! Over the course of the month, we will have fitness professionals on-site to educate our employees on how to set themselves up for a healthy 2020!
Retirement & Stock Options Benefits
401(K)
You will be eligible to make 401K contributions the quarter following 60 days of employment with Arrive.
401(K) Matching
Arrive begins matching 50% of your 401K contributions up to $4,000 at the beginning of the quarter following one year of employment.
Performance Bonus
Arrive awards annual performance-based bonuses for certain roles. Additionally, Arrive uses an internal rewards & recognition tool where earned points can be redeemed for gift cards, cash and perks!
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Open House events, Holiday Parties, and other Arrive sponsored events are all family-friendly!
Vacation & Time Off Benefits
Generous PTO
Our Technology department enjoys an Unlimited Vacation Policy, as do our People Managers and employees with 5+ years of tenure. Our PTO policy allows for 7-15 days of accrued time off and 5 sick days.
Paid Holidays
Paid Sick Days
Arrive employees receive 5 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
Departments across Arrive Logistics offer various opportunities for outings throughout the year.
Free Daily Meals
Employees get free lunches every Friday from different vendors around Austin!
Stocked Kitchen
We provide a variety of soft drinks, sports drinks & sparkling water at no cost. If you are looking for a caffeine fix, we have an on-site cafe where you can order specialty espresso & coffee drinks.
Some Meals Provided
Employees get free lunch every Friday!
Happy Hours
Parking
We offer free on-site parking at our Austin Headquarters.
Recreational Clubs
Relocation Assistance
For candidates re-locating from out-of-state, we offer $1,000 relocation reimbursement. For candidates re-locating from in-state, we offer $500 relocation reimbursement.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Arrive Logistics offers a variety of professional development opportunities like online courses, networking events, and conference attendance.
Diversity Program
Lunch and learns
Departments at Arrive Logistics hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

An Insider's view of Arrive Logistics

What’s the vibe like in the office?

The vibe is a mix of relaxed and high intensity... Relaxed in a sense that its very easy to talk to anyone in the company (including leadership) and everyone is approachable. High intensity in the way that everyone is striving for the same goals and the work is exciting, challenging, and high impact.

Gary

Associate Product Manager

How do you collaborate with other teams in the company?

We take a very hands on approach to collaboration. Arrive is made up of very knowledgeable people that are passionate about the company and what we do. Our best collaboration happens when we all get in a room to brainstorm, share ideas, and challenge each other until we come up with the best solution.

Tyler

Principle Product Manager

What makes someone successful on your team?

The easy answer is to deliver a valuable yet efficient Product to the business and it's stakeholders. However, within our team dynamic, I believe someone's success is seen when they correctly assess the business' problem(s), deliberate on a possible solution(s) to address that problem, and execute the plan to fix it.

Rob

Product Coach

How do you empower your team to be more creative?

Hire talented people and then take a step back and let them do what they do best. I encourage my employees to aim high and embrace the company vision. Failure happens, but I'm there to remind them that falling short is the price of aiming high - This is almost always a price worth paying. My job is to provide mentorship and celebrate innovation!

Marc

VP of Software Engineering

How has your career grown since starting at the company?

Since starting at the company a year and a half ago, I moved from a mid-level role to a managerial role. Arrive recognizes your achievements and also takes into consideration your career aspirations. Managers work with you to help you develop the skill-set needed to take you to the next level in your career and challenge you to reach your goals.

Heather

Product Manager

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