You know what a good shift handover feels like — and you know what a bad one costs. You've been the analyst waiting for context that never arrived, and the senior person who stayed late making sure it did. You've learned to read a queue at a glance, spot the issue that's about to escalate before it does, and keep a team steady when three things are on fire at once.
At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. IT support isn't peripheral to what we do — it's central to it. The quality of the support we deliver depends directly on the quality of how shifts are run. As Shift Lead, you'll own that. You'll keep the operational environment stable, make sure analysts have what they need to do their best work, and ensure every customer issue gets the attention it deserves.
This isn't a step back from the work. You'll stay close to live incidents, active escalations, and the daily reality of a support queue. But you'll also be the person who makes the whole shift run — the one who notices patterns before they become problems, closes the loop on handovers, and holds the standard when things get busy.
Please note the work hours of this role are currently 4pm - 12am
What we can do for you
- Give you real operational ownership — the shift is yours, and the outcomes are yours.
- Put you at the intersection of customer experience, analyst performance, and service quality, where your decisions show up fast.
- Surround you with teammates and leadership who take service standards seriously and support the people who hold them.
- Give you visibility into how IT operations works at a fast-moving AI company — and room to improve it.
What you can do for us
- Run the shift — own coverage, workload distribution, and service quality from start to handover.
- Act as the first escalation point for complex or high-impact incidents, and make sure analysts have the support they need to resolve them.
- Ensure every handover is complete and accurate, so the next shift can pick up without losing a beat.
- Monitor shift-level performance and communicate issues, trends, and risks to IT Operations management.
- Keep the operational environment stable — identify blockers, manage risk, and escalate personnel or performance concerns when needed.
What you should bring with you
- 4+ years of experience in IT support or IT operations, with demonstrated experience acting 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 operational metrics, including SLAs, SLOs, and queue performance.
- Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.
- Strong ownership instincts — you don't wait to be asked to fix something that's broken.
- Clear, structured communication, especially under pressure: escalations, handover notes, and incident updates that people can actually use.
- The ability to stay calm and decisive in time-sensitive situations — and to bring the people around you along with you.
- Comfort in ambiguous, fast-changing environments where the situation changes faster than the playbook.