Summary
At Fixify, we're on a mission to transform the conventional, impersonal Help Desk experience into something that’s personal, caring, and uniquely human. We believe technology should be an enabler - and making it work for people should be a joyful experience - one that isn’t reduced to a groan-inducing ticket number in a queue. We believe that the right team, with the right tools can deliver an IT support experience equivalent to a digital hug–where people feel taken care of, not handled.
The Role
As Head of Help Desk, you’re responsible for leading day-to-day operations of our Help Desk as a Service offering ensuring that it operates smoothly while meeting or exceeding both company and customer expectations. You’re responsible for hiring, training, and development of IT Analysts. You inspire a culture of teamwork, empathy, and continuous improvement through coaching and mentoring.
Build and maintain a system of metrics and reporting to ensure that we meet service quality and efficiency goals. You partner with Customer Success to monitor customer satisfaction, and resolve issues to maximize customer retention. Work closely with our UX team to make sure we’re building the right UI and Engineering to ensure we’re developing the right software automation to improve scale and quality of our Help Desk offering.
Reporting to the VP of Operations and work closely with them to lead hiring, strategy, planning, and execution of the Product Operations roadmap in alignment with the technical roadmap.
What We Can Do for You
* Opportunity to Make an Impact: See your work change an industry and impact thousands of organizations as we change the Help Desk norm.
* Professional Growth: Be exposed to the various facets of building a business. It's a crash course in entrepreneurship, even if you're not a founder. Change and learning will be constant.
* Build from the Ground Up: Help build a company, shape its culture, and the employee experience.
* Direct Access to Senior Leadership: Work closely with the founders and the founding team. They’ll accelerate your growth and expand your knowledge.
* Team Camaraderie: Be a part of a story where a small team set out on a journey to change an industry.
* Transparency: See the ‘why’ behind the decisions we make–even the ones we will get wrong.
* Startup Experience: Join a growing, early phase startup and have the opportunity to take the road less traveled.
What You Can Do for Us
* Build a High-Performing Team: Build, lead, and guide a team of IT analysts that delivers a result that puts the “human” back in IT.
* Instill Operational Excellence: Lead day-to-day operations of our Help Desk as a Service ensuring we take tiny steps each day to get better at serving our customers.
* Build an IT Talent Pipeline: Build strong ties with universities, training institutes, and recruitment to ensure we gain access to the right IT talent.
* Create and Shape Culture: Create a unified culture that emphasizes teamwork, empathy, and a passion for serving each other and our customers.
* Inspire and Motivate: Be a source of inspiration for your team, encouraging them to work together, come up with new ideas, and always strive to get better.
What You Should Bring With You
* Passion for Coaching and Mentoring: You’re skilled in guiding team members in their professional growth, providing feedback about past performance and coaching them for the future.
* Strong Opinions on How to “Help Desk”: You know what “great” Help Desk operations look like. You have deep familiarity with top-tier Help Desk platforms, including Zendesk, ServiceNow, and FreshDesk.
* IT Troubleshooting Expertise: Even though this role is more managerial, hands-on experience resolving IT issues across Hardware, Software, and Networking is essential.
* Remote Troubleshooting Prowess: Proficiency using RMM software (like ConnectWise Automate, SolarWinds RMM, etc.) and Remote Desktop Tools (like TeamViewer, AnyDesk, Chrome Remote Desktop) to fix problems on devices far away.
* Customer Mindset: A passion for serving customers and a drive to improve the customer experience a bit each day.
* Drive to Learn and Improve: In this environment, process won’t mean bureaucracy. Process means learning and then iterating again and again and again.
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