IT Operations Manager - New York

Aircall is a place where voices are valued.

Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 20,000+ customers (and growing) to make authentic, human connections.

Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued.

Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.

About the role:

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. 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.

Key Responsibilities:

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.

Qualifications:

• 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.