IT Operations Lead

Fixify

Shift Lead overseeing IT operations at Fixify, an AI-native IT automation company. Managing shift performance, escalations, and reporting to ensure quality support delivery.

Posted 4/16/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

IT supportIT operationsincident managementoperational metricsSLAsSLOsqueue performance

Soft Skills

ownershipcommunicationcalm under pressuredecisivenessadaptability