IT Operations Manager, Aircall
$70-150k
+ Equity
Cloud-based call centre and phone system
Open for applications
Cloud-based call centre and phone system
501-1000 employees
Open for applications
$70-150k
+ 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
- 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
- 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
- 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
- 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
- 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
- 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 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
Few candidates hear
back within 2 weeks
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
Company values
- Dare to be bold - We’re risk takers. Trying, succeeding, failing — and trying again — are essential to who we are as a team and company. Large actions lead to big success
- Thrive together - We learn from each other and grow from it. Our common journey is how we grow together and innovate.
- Trust & Commit - We trust each other and commit to our mutual success. We earn trust from our commitment.
- Excellence - We’re aiming high, and we know it. Even the smallest details are important to us. We only want the best for each other and our customers.
Articles
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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