Manager, IT Operations

Manager, IT Operations

You've been on a help desk long enough to know that the tech is rarely the hard part. The hard part is the analyst who's burning out on a Friday afternoon, the customer escalation nobody flagged until it was too late, and the SLA you're watching slip in real time while you try to hold five things together at once. You've been there — and you've figured out how to get through it without losing the team in the process.

You care about the people underneath you as much as the metrics above you. You know that a well-run help desk isn't just a function — it's a culture. And you know how to build that culture deliberately, through feedback, clarity, and earning trust quickly.

At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The help desk is where that human touch shows up in real time — and the Manager, IT Operations is the person who makes sure it holds up under pressure. You'll lead a team of IT analysts, own the operational standards that keep our customers happy, and work across the organisation to make sure we're building for scale, not just for today.

This is a hands-on leadership role. You'll manage people and processes, shape how we work across customers, and partner with operations, product, and employee experience to build something that lasts.

What we can do for you

• 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 works within.
• Surround you with a leadership team that values data, clarity, and getting things right over looking like they're right.
• Let you grow a team and leave a mark on how Fixify scales.

What you can do for us

• 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 — 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 the processes that let us scale the help desk without losing quality.
• Partner with employee experience to keep our hiring and performance management systems aligned with our 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.

What you should bring with you

• 6+ years in technology operations or support, including at least 3 years managing or supervising a team.
• Working knowledge of help desk platforms, including tools like Zendesk and ServiceNow.
• 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 — coaching, mentoring, and giving feedback that actually sticks.
• The ability to navigate ambiguity, prioritise fast, 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.

This is a hybrid role, combining remote work with regular in-person time at Fixify's Cork office.