IT Operations Lead @ Aircall

IT & Security (4)
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IT & Security (4)

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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

We are looking for an experienced and proactive IT Operations Lead to join our Paris-based team.

This individual will play a critical role in maintaining and scaling internal IT operations by managing support tickets, streamlining onboarding/offboarding, handling hardware logistics, and building strong relationships with our vendors. You’ll work closely with teams across the company to deliver a smooth and efficient IT experience that enables productivity and growth.

This is a hands-on role that requires strong technical acumen, excellent organizational skills, and a passion for process improvement. The ideal candidate is someone who thrives in a fast-paced environment, embraces change, and is always looking for ways to make things better.

Key Responsibilities

Support Ticket Management:

Manage the day-to-day IT support queue to ensure prompt and effective resolution of employee issues, routing, and escalation paths
Continuously improve the ticketing process to reduce resolution times and improve service quality.
Track, analyze, and report on ticket trends to identify recurring problems and develop preventive solutions.

Employee Onboarding and Offboarding

Ensure seamless IT onboarding/offboarding experiences by provisioning and deactivating access to tools such as Google Workspace, Okta, Zoom, and Jira.
Maintain standardized checklists and collaborate with HR and other departments to ensure all onboarding tasks are completed.

Hardware Procurement and Asset Management

Procure, configure, and distribute IT hardware (laptops, monitors, accessories) for new and existing employees in the EMEA region and coordinate with providers in other regions.
Maintain accurate hardware inventory and manage asset lifecycle documentation.

Vendor Management:

Collaborate with local and global vendors for hardware procurement, repair, and software licensing needs.
Negotiate vendor contracts and ensure service delivery meets SLA standards and company requirements.

Technical Expertise & Support:

Serve as a go-to expert for resolving advanced technical issues and providing support to both technical and non-technical teams.
Stay updated on emerging technologies and assess their relevance for improving IT operations.

IT Operations, Process Optimization & AI Innovation

Identify inefficiencies in IT workflows and lead initiatives for automation using AI-enhanced tools like chatbot assistants, self-healing systems, or predictive analytics.
Drive adoption of AI-powered solutions across IT operations, including AI-driven support triaging, anomaly detection, and ticket deflection.
Evaluate emerging AI technologies and assess their potential impact on internal IT systems and processes.
Collaborate with internal teams and stakeholders to pilot and implement smart technologies that improve employee experience and operational efficiency.
Maintain up-to-date documentation for IT processes, ensuring transparency and compliance with industry standards.

Leadership & Strategy

Serve as a regional leader for IT operations in Paris, ensuring alignment with global IT standards while addressing local needs.
Mentor junior team members or contractors, fostering a culture of learning, accountability, and innovation.
Represent IT in cross-functional meetings and projects, advocating for scalable, employee-first technology solutions.
Translate strategic business goals into IT operational plans and scalable processes.
Develop and maintain roadmaps for regional IT growth, improvements, and risk mitigation.

Qualifications

Degree in Information Technology, Computer Science, or a related field.
Proven experience in IT operations, service delivery, or related roles.
Advanced knowledge and hands-on experience with:
Google Workspace
Okta
Jira or other ITSM systems
Zoom
Strong understanding of IT asset lifecycle management, ticketing systems, and user access provisioning.
Demonstrated ability to manage IT processes across hybrid and distributed work environments.
Experience with vendor negotiations and contract management.
Excellent analytical, communication, and interpersonal skills.
Strong organizational abilities with the capability to handle multiple initiatives and prioritize effectively.
Fluency in English; French is a strong plus.
Interest in innovation, with a track record of driving tech-enabled improvements.
Knowledge of scripting, low-code platforms, or integration tools is a plus.

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 & benefits

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.

IT Operations Lead

Aircall

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