IT Operations Shift Lead
New
F
FixifyIT Automation
US Remote, 4pm - 12amFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- JiraZendeskServiceNow
Requirements
- 4+ years of experience in IT support or IT operations.
- 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.
- Clear, structured communication under pressure.
- Ability to stay calm and decisive in time-sensitive situations.
- Comfort in ambiguous, fast-changing environments.
Responsibilities
- 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.
- Ensure every handover is complete and accurate.
- Monitor shift-level performance and communicate issues, trends, and risks to IT Operations management.
- Keep the operational environment stable — identify blockers and manage risk.
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