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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
data analysisIT infrastructuretroubleshootingKPI developmentSLA managementperformance trackingautomationcontinuous improvementhelp desk managementteam management
Soft Skills
mentoringcoachingcommunicationtrust buildingcustomer service mindsetnavigating ambiguityprioritizationproblem-solvingleadershipcollaboration
Tools & Technologies
ZendeskServiceNowTableauHexhelp desk platformsperformance management systemscustomer support toolsdata visualization toolsIT support toolsoperations management tools
Industry Keywords
technology operationssupport managementemployee experienceprocess designquality targetsperformance managementcustomer supportteam capacitysystemic issueshelp desk scaling
Tech Stack
Tools & technologiesServiceNowTableau
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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