Senior IT Operations Manager - Seattle, WA

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We're redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seam ...

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We're redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.

Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall's AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.

Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We've built a product customers love and a business that's scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.

At Aircall, you'll join a company in motion. We're ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.

How we work at Aircall:
We're customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you'll feel at home here.

The Senior Manager of IT Operations will be responsible for all IT operations at Aircall and will be responsible for managing IT staff at our New York, Paris, San Francisco and Seattle office locations. The ideal candidate will envision and execute IT strategy for Aircall's next level of growth and should have prior experience scaling IT teams at high growth companies. This role requires establishing relationships with Procurement, Finance and Infrastructure Security teams to effectively execute on IT priorities. In addition to people and stakeholder management, this role also requires a hands-on attitude with handling support tickets, optimizing our support ticket process, onboarding and offboarding employees from various tools, procuring and distributing hardware, establishing best-in-class IT security policies, 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.

Global IT Strategy & Team Leadership

• Envision and execute IT strategy to support Aircall's next level of growth, ensuring IT operations scale effectively with the company.
• Manage, mentor, and scale IT staff across New York, Paris, San Francisco, and Seattle, fostering a culture of technical excellence and customer obsession.
• Provide technical leadership and guidance to the team, serving as an escalation point for complex technical issues while ensuring the team stays up-to-date with industry trends.

Service Delivery & Support Operations

• Oversee and optimize the global support ticket process, implementing data-driven strategies to reduce recurring issues and improve overall IT support efficiency.
• Maintain a hands-on attitude by jumping in to answer and resolve tickets when necessary, ensuring high-quality support for internal stakeholders.
• Analyze ticket trends to identify systemic issues and drive continuous improvement in service delivery.

Scalable Onboarding & Identity Management

• Design and manage scalable onboarding and offboarding workflows, ensuring smooth transitions and immediate access to resources for new hires as the company grows.
• Oversee identity and access management across Google Workspace, Okta, and other relevant tools, ensuring security and operational efficiency.

Hardware Lifecycle & Asset Management

• Partner with Finance and Procurement to forecast hardware needs and manage the IT budget effectively.
• Procure, configure, and distribute hardware (laptops, desktops, peripherals) to a global workforce, managing logistics for remote employees and external service providers.
• Maintain a precise global inventory of IT assets, ensuring proper tracking, documentation, and lifecycle management.

Strategic Vendor Management & Procurement

• Establish relationships with Procurement to negotiate contracts and ensure cost-effective acquisition of goods and services.
• Collaborate with external vendors to procure IT solutions that meet the company's evolving needs and manage vendor relationships to ensure timely delivery and performance.

IT Governance, Security & Process Improvement

• Collaborate with Infrastructure Security teams to establish and enforce best-in-class IT security policies and compliance standards.
• Identify opportunities for process improvements within IT operations, implementing solutions that increase automation and reduce manual workload.
• Develop and maintain comprehensive documentation for IT processes and procedures to ensure consistency across all office locations.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience managing and scaling IT operations AND teams.
• Strong technical expertise and prior experience in IT security.
• Strong technical expertise with Google Workspace, Okta, Jira or other ticketing solutions, and Zoom.
• Proven experience in optimizing IT 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.

$140,000 - $200,000 a year

This is not including equity and other benefits. The actual salary offered will carefully consider a wide range of factors, including your skills, qualifications, and experience.

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.

Want to know more about candidate privacy? Find our Candidate Privacy Notice here.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.