You'll lead a team of IT analysts, setting 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.
Manage people and performance, shape how we work across customers, and partner with operations, product, and employee experience to build something that lasts.
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.

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.

Give you real ownership of a help desk operation at a company where automation and AI are core to what we do. not an afterthought.
Put you at the intersection of customer success, operations, and product, where your observations directly shape what we build next.
Give you the autonomy to design and improve the processes, systems, and standards your team operates within.
Surround you with a leadership team that values data, clarity, and getting things right over looking like they're right.
Give you the opportunity to grow a team and leave a lasting mark on how Fixify scales.

Manager, IT Operations

Key skills