IT Operations Manager

4 weeks ago


New York, New York, United States Aircall Full time

Aircall is a place where technology meets innovation. We're looking for an IT Operations Manager to join our team and help us deliver exceptional support to our customers.

The ideal candidate will have strong technical expertise, particularly with Google Workspace, Okta, Jira or other ticketing solutions, and Zoom. They 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.

Key Responsibilities:

  • 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.
  • Procure, configure, and distribute hardware (laptops, desktops, peripherals, etc.) to employees as needed or work with external companies providing this service in other locations.
  • Collaborate with external vendors to procure goods and services that meet the company's IT needs.
  • Identify opportunities for process improvements within IT operations and implement effective solutions.

Requirements:

  • 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.

What We Offer:

  • Competitive salary package and equity.
  • Medical, dental, and vision insurance is 100% covered.
  • 401k plan with company matching.
  • Unlimited PTO - take the time you need to come to work feeling great.
  • Wellness, commuter, and childcare reimbursements.
  • Generous parental leave policy.

At Aircall, we believe diversity, equity, and inclusion are core to our journey. We're committed to ensuring that everyone has a seat at the table and is valued and respected at it.



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