IT Operations Shift Lead

TL;DR

IT Operations Shift Lead (AI IT Automation): Run shifts for AI-native IT support platform, owning coverage, workload distribution, escalations, and handovers with an accent on operational stability, service quality, and performance monitoring. Focus on spotting risks and trends early, ensuring complete handovers, and maintaining standards during high-pressure incidents.

Location: US Remote (work hours 4pm - 12am)

Company

Building an AI-native IT automation platform that combines technology with a human touch, where IT support is central.

What you will do

• Run the shift: own coverage, workload distribution, and service quality from start to handover.
• Act as first escalation point for complex or high-impact incidents, supporting analysts to resolve them.
• Ensure complete and accurate handovers for seamless shift transitions.
• Monitor shift-level performance, communicate issues, trends, and risks to management.
• Keep operational environment stable: identify blockers, manage risks, escalate concerns.

Requirements

• 4+ years in IT support or operations, with experience as senior analyst, escalation point, or shift lead.
• Working knowledge of IT support operations and incident management processes.
• Confidence interpreting operational metrics like SLAs, SLOs, queue performance.
• Working knowledge of help desk/ticketing systems (Jira, ServiceNow, Zendesk, Freshdesk).
• Strong ownership, clear communication under pressure, calm decision-making in time-sensitive situations.
• Comfort in ambiguous, fast-changing environments.

Culture & Benefits

• Real operational ownership with direct impact on outcomes.
• Intersection of customer experience, analyst performance, service quality.
• Teammates and leadership who prioritize service standards.
• Visibility into IT operations at a fast-moving AI company with room to improve processes.