Note: The job is a remote job and is open to candidates in USA. Velocity, A Managed Solutions Company, is seeking a Vice President of Support Operations to lead the organization's support infrastructure. This role is responsible for overseeing the Network Operations Center, Contact Center, and Enterprise Support functions, ensuring high-quality service delivery while implementing AI-driven automation and analytics to enhance operational efficiency.
Responsibilities
- Provide leadership for NOC, Contact Center, and Enterprise Support operations
- Develop and execute the strategic vision for support operations aligned with company growth and service excellence
- Ensure operational alignment across monitoring, incident management, escalation, and support delivery functions
- Establish operational standards, governance models, and best practices for support delivery
- Lead the organization's adoption of AI-driven operations (AIOps), intelligent automation, and agentic AI systems within support operations
- Implement AI-powered operational agents capable of autonomously detecting, diagnosing, and resolving incidents
- Deploy agentic AI support agents that independently manage ticket triage, customer interactions, escalation workflows, and knowledge retrieval
- Develop an automation-first support model that minimizes manual intervention in monitoring, incident response, and remediation
- Utilize predictive analytics and AI-driven insights to identify potential service disruptions before they impact customers
- Partner with engineering teams to integrate automated remediation, orchestration platforms, and autonomous service workflows
- Continuously evaluate emerging technologies including AI copilots, digital workforce platforms, and intelligent service automation tools
- Drive continuous improvement in support performance, efficiency, and customer satisfaction
- Establish and monitor KPIs, SLAs, and service quality metrics across support operations
- Optimize incident response, escalation procedures, and support resolution workflows
- Lead initiatives to improve: Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), Service availability and reliability
- Leverage automation and analytics to reduce operational friction and improve service outcomes
- Ensure exceptional support experiences across all customer touchpoints
- Implement AI-powered support technologies, including: Intelligent virtual assistants, AI-driven ticket routing, Automated knowledge systems and Self-service support platforms
- Improve the client experience through proactive monitoring and automated service intervention
- Build, mentor, and lead high-performing teams across NOC, enterprise support, and contact center operations
- Oversee leadership development for directors and managers within support operations
- Foster a culture of innovation, accountability, automation, and AI adoption
- Lead workforce transformation initiatives that integrate human expertise with AI-enabled support capabilities
- Evaluate and explore near-shore and off-shore opportunities
- Partner with Engineering, Infrastructure, Security, Product, and Platform teams to improve service reliability and operational scalability
- Collaborate with sales and client success teams to ensure support operations align with customer commitments and SLAs
- Support company initiatives related to AI platforms, automation tooling, and digital transformation
- Evaluate and implement technologies supporting AI-driven monitoring, intelligent automation, and agent-based workflows
- Drive adoption of ITIL and service management best practices
- Lead initiatives focused on autonomous support operations and scalable service delivery
- Provide executive-level reporting on support performance, operational risks, and improvement initiatives
- Present operational insights, AI-driven analytics, and service metrics to executive leadership
- Identify trends and opportunities to improve operational maturity and support capabilities
Skills
- Bachelor's degree in Information Technology, Computer Science, Business, or related field required
- 10+ years of experience in technical support, service operations, or IT operations
- 5+ years in senior leadership roles managing large operational teams
- Experience leading NOC, service desk, enterprise support, or customer support organizations
- Experience implementing automation platforms, AIOps solutions, or AI-enabled support operations
- Experience with managing near-shore/off-shore teams
- MBA or advanced degree preferred
- Experience within managed services, telecommunications, SaaS, or enterprise IT environments strongly preferred
Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
Company Overview
Founded in 2005, Velocity is a technology managed solutions provider for voice, data, wi-fi, POTS IN A BOX®, Free-to-Guest TV and the Global Expense Management (GEM) platform, among others, supported by a proprietary network backbone across 21 fully redundant fiber data centers for multi-location enterprises across multiple industries. It was founded in 2005, and is headquartered in Holland, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://www.velocitymsc.com/.