IT Operations Lead

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Fixify

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2023

🤖 Intelligence artificielle

☁️ SaaS

🏢 Entreprise

Artificial Intelligence • SaaS • Enterprise

Fixify est une plateforme d'assistance informatique assistée par l'IA qui combine technologie de pointe et support humain personnalisé pour améliorer la gestion des services informatiques. Elle rationalise la catégorisation des tickets, fournit des métriques de performance en temps réel et offre des tableaux de bord perspicaces, permettant aux équipes d'optimiser leur efficacité et de se concentrer sur les tâches stratégiques. Avec des fonctionnalités telles que l'analyse des sentiments et la personnalisation des flux de travail, Fixify garantit une approche réactive et sur mesure des solutions de service d'assistance IT.

Description

• Run the shift — own coverage, workload distribution, and service quality from start to handover. • Act as the first escalation point for complex or high-impact incidents, and make sure analysts have the support they need to resolve them. • Ensure every handover is complete and accurate, so the next shift can pick up without losing a beat. • Monitor shift-level performance and communicate issues, trends, and risks to IT Operations management. • Keep the operational environment stable — identify blockers, manage risk, and escalate personnel or performance concerns when needed.

🎯 Exigences

• 4+ years of experience in IT support or IT operations, with demonstrated experience acting as a senior analyst, escalation point, or shift-level lead. • Working knowledge of IT support operations and incident management processes. • Confidence interpreting and acting on operational metrics, including SLAs, SLOs, and queue performance. • Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, Zendesk, or Freshdesk. • Strong ownership instincts — you don't wait to be asked to fix something that's broken. • Clear, structured communication, especially under pressure: escalations, handover notes, and incident updates that people can actually use. • The ability to stay calm and decisive in time-sensitive situations — and to bring the people around you along with you. • Comfort in ambiguous, fast-changing environments where the situation changes faster than the playbook.

🏖️ Avantages

• Give you real operational ownership — the shift is yours, and the outcomes are yours. • Put you at the intersection of customer experience, analyst performance, and service quality, where your decisions show up fast. • Surround you with teammates and leadership who take service standards seriously and support the people who hold them. • Give you visibility into how IT operations works at a fast-moving AI company — and room to improve it.