Fixify

IT Operations Lead

Fixify

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

ServiceNow

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT supportIT operationsincident managementoperational metricsSLAsSLOsqueue performance
Soft Skills
ownershipcommunicationcalm under pressuredecisivenessadaptability