IT Operations Manager, Aircall
Cloud-based call centre and phone system
Be an early applicant
Cloud-based call centre and phone system
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To empower every professional to have rich conversations, so they can focus on closing deals and delighting customers.
Role
Who you are
- This is a hands-on role that requires strong technical acumen, excellent organizational skills, and a passion for process improvement. The ideal candidate is someone who thrives in a fast-paced environment, embraces change, and is always looking for ways to make things better
- Degree in Information Technology, Computer Science, or a related field
- Proven experience in IT operations, service delivery, or related roles
- Advanced knowledge and hands-on experience with:
- Google Workspace
- Okta
- Jira or other ITSM systems
- Zoom
- Strong understanding of IT asset lifecycle management, ticketing systems, and user access provisioning
- Demonstrated ability to manage IT processes across hybrid and distributed work environments
- Experience with vendor negotiations and contract management
- Excellent analytical, communication, and interpersonal skills
- Strong organizational abilities with the capability to handle multiple initiatives and prioritize effectively
- Fluency in English; French is a strong plus
- Interest in innovation, with a track record of driving tech-enabled improvements
- Knowledge of scripting, low-code platforms, or integration tools is a plus
What the job involves
- We are looking for an experienced and proactive IT Operations Manager to join our Paris-based team
- This individual will play a critical role in maintaining and scaling internal IT operations by managing support tickets, streamlining onboarding/offboarding, handling hardware logistics, and building strong relationships with our vendors. You’ll work closely with teams across the company to deliver a smooth and efficient IT experience that enables productivity and growth
- Manage the day-to-day IT support queue to ensure prompt and effective resolution of employee issues, routing, and escalation paths
- Continuously improve the ticketing process to reduce resolution times and improve service quality
- Track, analyze, and report on ticket trends to identify recurring problems and develop preventive solutions
- Ensure seamless IT onboarding/offboarding experiences by provisioning and deactivating access to tools such as Google Workspace, Okta, Zoom, and Jira
- Maintain standardized checklists and collaborate with HR and other departments to ensure all onboarding tasks are completed
- Procure, configure, and distribute IT hardware (laptops, monitors, accessories) for new and existing employees in the EMEA region and coordinate with providers in other regions
- Maintain accurate hardware inventory and manage asset lifecycle documentation
- Collaborate with local and global vendors for hardware procurement, repair, and software licensing needs
- Negotiate vendor contracts and ensure service delivery meets SLA standards and company requirements
- Serve as a go-to expert for resolving advanced technical issues and providing support to both technical and non-technical teams
- Stay updated on emerging technologies and assess their relevance for improving IT operations
- Identify inefficiencies in IT workflows and lead initiatives for automation using AI-enhanced tools like chatbot assistants, self-healing systems, or predictive analytics
- Drive adoption of AI-powered solutions across IT operations, including AI-driven support triaging, anomaly detection, and ticket deflection
- Evaluate emerging AI technologies and assess their potential impact on internal IT systems and processes
- Collaborate with internal teams and stakeholders to pilot and implement smart technologies that improve employee experience and operational efficiency
- Maintain up-to-date documentation for IT processes, ensuring transparency and compliance with industry standards
- Serve as a regional leader for IT operations in Paris, ensuring alignment with global IT standards while addressing local needs
- Mentor junior team members or contractors, fostering a culture of learning, accountability, and innovation
- Represent IT in cross-functional meetings and projects, advocating for scalable, employee-first technology solutions
- Translate strategic business goals into IT operational plans and scalable processes
- Develop and maintain roadmaps for regional IT growth, improvements, and risk mitigation
Our take
Call centres have been a mainstay of sales teams for decades, with the human touch delivering an impression conversion rate of about 30% for inbound calls. However analogue call centres are physical infrastructure-heavy and unable to take advantage of the flexibility afforded by remote and hybrid ways of work. Aircall exists to change that, providing a cloud-based call centre infrastructure that allows sales teams to work from their home offices.
Aircall isn't the only company in this space, and it faces heavy competition from Cloudtalk, another cloud-based call centre solution. However Aircall stands out in the market by its use of open APIs and webhooks, making integration with existing productivity and helpdesk tools much easier, and its superior call quality. Aircall has developed a significant customer base with these strengths, with over 15,000 companies using its platform.
The company has raised significant funding in recent years, highlighting the confidence investors have in their offering. With a rapidly expanding presence in the US, European, UK and Australian markets and recent refresher leadership hires, Aircall could soon be a widely recognised international player in the telephone software industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$120m
SERIES D
May 2020
$65m
SERIES C
Total funding: $225.6m
Company benefits
- Food Allowance
- Snacks & Drinks
- Medical Insurance
- Flexible remote policy
- Retirement Savings Plan
- Outings & Events
- Fitness Fund
- Commuter Benefits
- Referral Bonus
Leadership
Jonathan Anguelov
(CSO)Ex Investment Banker & Entrepreneur. Studied Finance at ESCP Business School and co-founded Aircall in 2014.
Pierre-Baptiste Béchu
(VP of Communications Platform)Holds a Master of Engineering from Ecole Centrale de Lyon and a Master's degree in industrial and organizational psychology from Université Lumière Lyon 2. Previously co-founded ClickJob.fr, where they served as CTO.
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