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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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisIT infrastructuretroubleshootingKPI developmentSLA managementperformance trackingautomationcontinuous improvementhelp desk managementteam management
Soft Skills
mentoringcoachingcommunicationtrust buildingcustomer service mindsetnavigating ambiguityprioritizationproblem-solvingleadershipcollaboration