IT Operations Manager - Bellevue

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in

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.

• 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.

Aircall is constantly moving forward. We’re building new roads to complete our journey, and we’re taking people with us who have the same builder mentality.

Let’s grow together: Aircall is a place for those who dare to be bold and seek responsibility, excellence, and the opportunity to push themselves to new heights.

We’re creating a place where great people trust one another and thrive together.

People flourish at Aircall and now is the time to be part of the team and the journey we’re on.

Why join us?

🚀 Key moment to join Aircall in terms of growth and opportunities

💆‍♀️ Our people matter, work-life balance is important at Aircall

📚 Fast-learning environment, entrepreneurial and strong team spirit

🌍 45+ Nationalities: cosmopolite & multi-cultural mindset

💵 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, internet, and childcare reimbursements

💚 Generous parental leave policy

DE&I Statement: 

At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey. 

We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.  

We will constantly challenge ourselves to make sure that we live up to our ambitions around diversity, equity and inclusion, and keep this conversation open. Above all else, we understand and acknowledge that we have work to do and much to learn.

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