IT Operations Manager - New York

$70,000 - $150,000/Yr

Aircall International Limited - New York, NY

Full-time - Mid Level

New York, NY

About the position

The IT Operations Manager at Aircall is responsible for managing support tickets, optimizing support processes, onboarding and offboarding employees, procuring hardware, and collaborating with vendors. This role involves providing technical support, ensuring compliance with IT policies, and implementing process improvements to enhance the overall efficiency of IT operations.

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.
• 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.
• Provide technical support and guidance to team members and other departments as needed.

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.
• Proactive attitude with a passion for delivering high-quality results and driving continuous improvement.

Benefits

• Competitive salary package & 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