Manager, IT Operations

Fixify

5h • Remote

About The Position

This role is for a Manager, IT Operations who understands the challenges of managing a help desk team, particularly under pressure. The ideal candidate cares about the well-being of their team as much as the outcomes they achieve, and knows that a high-performing help desk is built on clear expectations, constant feedback, and earned trust. Fixify is developing an AI-native IT automation platform, and the help desk is a critical touchpoint for their human element. The Manager, IT Operations will ensure this human touch remains strong under pressure. This is a hands-on leadership position where the manager will lead a team of IT analysts, establish operational standards for customer satisfaction, and collaborate across the organization to ensure scalability. The role involves managing people and performance, shaping customer support processes, and partnering with operations, product, and employee experience teams to build a sustainable operation.

Requirements

• 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.

Nice To Haves

• Experience with Tableau, Hex, or similar data analysis platforms.

Responsibilities

• 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
• Unlimited PTO
• 12 paid federal holidays
• $150 monthly connectivity stipend
• Participation in our 401(k) program
• Option grants to purchase shares through Fixify's equity program
• Medical, dental, and vision coverage with 100% of your deductible covered by Fixify
• Paid parental leave for birth, adoption, or surrogacy

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed