[Hiring] Manager, IT Operations @Fixify

Role Description

You've been on a help desk long enough to know the hard part isn’t the tech. It’s that moment when an analyst is running on fumes on a Friday afternoon. It’s the escalation nobody flagged until it was too late, and the SLA you're watching slip in real time while you try to hold five things together at once. You've been there and lived that reality. You’ve also figured out how to get through it without losing the team along the way.

You care about the people doing the work as much as the outcomes they’re measured on. You also know a high-performing help desk isn't just about hitting numbers — it's about building a culture where expectations are clear, feedback is constant, and trust is earned quickly. Why? Because you’ve done the work to build that environment before and seen the impact it has. At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The help desk is where that human touch shows up in real time — and the Manager, IT Operations is the person who makes sure it holds up under pressure.

You'll lead a team of IT analysts, set the operational standards that keep our customers happy, and work across the organisation to make sure we're building for scale, not just reacting in the moment. This is a hands-on leadership role. You'll manage people and performance, shape how we work across customers, and partner with operations, product, and employee experience to build something that lasts.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.