IT Operations Lead

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🕒 April 16

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Fixify

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

Fixify is an AI-assisted help desk platform that combines cutting-edge technology with personalized human support to enhance IT service management. It streamlines ticket categorization, provides real-time performance metrics, and offers insightful dashboards, enabling teams to optimize their efficiency and focus on strategic tasks. With features like sentiment analysis and workflow customization, Fixify ensures a responsive and tailored approach to IT help desk solutions.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.