IT Operations Manager, Aircall
+Equity
AI-powered communications platform
Job no longer available
AI-powered communications platform
501-1000 employees
Job no longer available
+Equity
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
- The ideal candidate will have strong technical expertise, particularly with Google Workspace, Okta, Jira or other ticketing solutions, Zoom, and more. This role requires a proactive attitude and a passion for delivering quality and process improvements
- Bachelor’s degree in Information Technology, Computer Science, or a related field
- Minimum of 5 years of experience in IT operations or a similar role
- Strong technical expertise with Google Workspace, Okta, Jira or other ticketing solutions, and Zoom
- Proven experience in optimizing support ticket processes and managing IT support teams
- Excellent problem-solving skills and the ability to think critically and analytically
- Strong interpersonal and communication skills, with the ability to work effectively with diverse teams and stakeholders
- Demonstrated ability to manage multiple projects and priorities in a fast-paced environment
- Proactive attitude with a passion for delivering high-quality results and driving continuous improvement
What the job involves
- The IT Operations Manager will be responsible for handling support tickets, optimizing our support ticket process, onboarding and offboarding employees from various tools, procuring and distributing hardware, and collaborating with external vendors
- Support Ticket Management:
- Oversee and optimize the support ticket process to ensure timely and efficient resolution of IT issues
- Answer and resolve tickets, providing high-quality support to internal stakeholders
- Analyze ticket trends and implement strategies to reduce recurring issues and improve overall IT support
- Employee Onboarding and Offboarding:
- Manage the IT aspects of onboarding and offboarding employees, including setting up and deactivating accounts in Google Workspace, Okta, and other relevant tools
- Ensure smooth transitions and access to necessary resources for new hires and departing employees
- Hardware Procurement and Distribution:
- Procure, configure, and distribute hardware (laptops, desktops, peripherals, etc.) to employees as needed or work with external companies providing this service in other locations
- Maintain an inventory of IT assets and ensure proper tracking and documentation
- Vendor Management:
- Collaborate with external vendors to procure goods and services that meet the company’s IT needs
- Negotiate contracts alongside procurement, manage vendor relationships, and ensure the timely delivery of products and services
- IT Operations and Process Improvement:
- Identify opportunities for process improvements within IT operations and implement effective solutions
- Develop and maintain documentation for IT processes and procedures
- Ensure compliance with IT policies and industry best practices
- Technical Expertise:
- Provide technical support and guidance to team members and other departments as needed
- Stay up-to-date with industry trends and emerging technologies to ensure the company remains at the forefront of IT advancements
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 20,000 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 the recent addition of AI voice agents to handle business calls 24/7, Aircall is clearly set on innovating at scale.
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 HQ
NoMad, New York, NY
Leadership
Scott Chancellor
(CEO)Prior to joining Aircall as CEO in 2023, Scott was CEO of Humu and Chief Product/Technology Officer at Apptio. He also spent 7 years at Amazon Web Services as a Director and General Manager of AWS Insights.
Salary benchmarks
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