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.
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.
- 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 Have
- Working knowledge of data analysis tools; experience with Tableau, Hex, or similar platforms is a plus.
Benefits
- Real ownership of a help desk operation at a company where automation and AI are core to what we do — not an afterthought.
- Be at the intersection of customer success, operations, and product, where your observations directly shape what we build next.
- Autonomy to design and improve the processes, systems, and standards your team operates within.
- Surrounded by a leadership team that values data, clarity, and getting things right over looking like they're right.
- Opportunity to grow a team and leave a lasting mark on how Fixify scales.
