<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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.</p><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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.</p><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">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.<br><br><strong><em>Please note the work hours of this role are currently 4pm - 12am </em></strong></p><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">What we can do for you</h3><ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"><li class="whitespace-normal break-words pl-2">Give you real operational ownership — the shift is yours, and the outcomes are yours.</li><li class="whitespace-normal break-words pl-2">Put you at the intersection of customer experience, analyst performance, and service quality, where your decisions show up fast.</li><li class="whitespace-normal break-words pl-2">Surround you with teammates and leadership who take service standards seriously and support the people who hold them.</li><li class="whitespace-normal break-words pl-2">Give you visibility into how IT operations works at a fast-moving AI company — and room to improve it.</li></ul><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">What you can do for us</h3><ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"><li class="whitespace-normal break-words pl-2">Run the shift — own coverage, workload distribution, and service quality from start to handover.</li><li class="whitespace-normal break-words pl-2">Act as the first escalation point for complex or high-impact incidents, and make sure analysts have the support they need to resolve them.</li><li class="whitespace-normal break-words pl-2">Ensure every handover is complete and accurate, so the next shift can pick up without losing a beat.</li><li class="whitespace-normal break-words pl-2">Monitor shift-level performance and communicate issues, trends, and risks to IT Operations management.</li><li class="whitespace-normal break-words pl-2">Keep the operational environment stable — identify blockers, manage risk, and escalate personnel or performance concerns when needed.</li></ul><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">What you should bring with you</h3><ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"><li class="whitespace-normal break-words pl-2">4+ years of experience in IT support or IT operations, with demonstrated experience acting as a senior analyst, escalation point, or shift-level lead.</li><li class="whitespace-normal break-words pl-2">Working knowledge of IT support operations and incident management processes.</li><li class="whitespace-normal break-words pl-2">Confidence interpreting and acting on operational metrics, including SLAs, SLOs, and queue performance.</li><li class="whitespace-normal break-words pl-2">Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, Zendesk, or Freshdesk.</li><li class="whitespace-normal break-words pl-2">Strong ownership instincts — you don't wait to be asked to fix something that's broken.</li><li class="whitespace-normal break-words pl-2">Clear, structured communication, especially under pressure: escalations, handover notes, and incident updates that people can actually use.</li><li class="whitespace-normal break-words pl-2">The ability to stay calm and decisive in time-sensitive situations — and to bring the people around you along with you.</li><li class="whitespace-normal break-words pl-2">Comfort in ambiguous, fast-changing environments where the situation changes faster than the playbook.</li></ul>