IT Operations Shift Lead

2 weeks, 6 days ago
Senior
Customer and Technical Support
Fixify

Fixify

Fixify provides 24/7 IT help desk services that integrate AI technology with human support to ensure continuous productivity and user satisfaction while effectively managing costs.

Internet Software & Services
Founded 2014

Description

  • Own shift coverage, workload distribution, and service quality from start to handover.
  • Act as the first escalation point for complex or high-impact incidents.
  • Support analysts during incident resolution and keep live escalations moving.
  • Ensure handovers are complete and accurate so the next shift can continue seamlessly.
  • Monitor shift-level performance and report issues, trends, and risks to IT Operations management.
  • Maintain a stable operational environment by identifying blockers and managing risk.
  • Escalate personnel or performance concerns when needed.
  • Stay close to active incidents, queue activity, and daily support operations.
  • Notice patterns early and help prevent issues from escalating.

Requirements

  • 4+ years of experience in IT support or IT operations.
  • Demonstrated experience 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 SLAs, SLOs, and queue performance metrics.
  • Working knowledge of help desk and ticketing systems such as Jira, ServiceNow, Zendesk, or Freshdesk.
  • Strong ownership instincts and a proactive approach to fixing problems.
  • Clear, structured communication for escalations, handover notes, and incident updates.
  • Ability to stay calm and decisive in time-sensitive situations.
  • Comfort working in ambiguous, fast-changing environments.
  • Availability to work 4pm - 12am.

Benefits

  • Real operational ownership with the shift and its outcomes.
  • Exposure to customer experience, analyst performance, and service quality.
  • Supportive teammates and leadership that take service standards seriously.
  • Visibility into IT operations at a fast-moving AI company.
  • Room to improve operational processes and workflows.

Interested in this position?

Apply directly on the company website

Apply Now

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