Manager, IT Operations

🔥 1 hour ago

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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

• Lead, mentor, and manage a team of IT analysts, setting the standard for how we support customers and building a culture of continuous improvement. • Own our SLA and quality targets, including tracking performance, identifying gaps, and driving the changes needed to close them. • Develop and monitor KPIs that give the team and leadership clear visibility into what's working and what isn't. • Partner with operations leadership to design and implement processes that allow the help desk to scale without losing quality. • Partner with employee experience to ensure our hiring and performance management systems stay aligned with team capacity needs. • Partner with the product team to surface trends, flag systemic issues, and identify opportunities for automation and improvement. • Ensure shifts are properly staffed, equipped, and set up to succeed every day.

🎯 Requirements

• 6+ years in technology operations or support, including at least 4 years managing or supervising a team. • Working knowledge of help desk platforms, such as Zendesk, ServiceNow, or similar tools. • Familiarity with IT infrastructure and troubleshooting; you don't need to be an engineer, but you need to understand the territory. • Working knowledge of data analysis tools; experience with Tableau, Hex, or similar platforms is a plus. • The ability to build trust quickly, with customers and teammates alike. • Strong written and verbal communication skills, and the confidence to use them under pressure. • A track record of developing people through coaching, mentoring, and giving feedback that drives improvement. • The ability to navigate ambiguity, prioritise quickly, and act without waiting for perfect information. • A genuine customer service mindset — you take ownership when things go wrong and you don't look for someone else to blame.

🏖️ Benefits

• Flexible work environment: 100% remote with flexible core working hours • Time to recharge: Unlimited PTO plus 12 paid federal holidays • Connectivity stipend: $150 monthly to support cell phone, internet, or equipment expenses • Retirement: Participation in our 401(k) program • Equity: Option grants to purchase shares through Fixify's equity program • Health insurance: Medical, dental, and vision coverage with 100% of your deductible covered by Fixify • Parental leave: Paid parental leave for birth, adoption, or surrogacy