Vice President – Support Operations

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Velocity, A Managed Solutions Company

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

☁️ SaaS

📡 Telecommunications

🤝 B2B

SaaS • Telecommunications • B2B

Velocity, A Managed Solutions Company is a U. S. -based managed technology and services provider that builds and operates IT, network, voice and media solutions for multi-location businesses—especially hospitality and retail. Velocity offers managed network & data solutions, VoIP and SIP-based voice platforms, Wi‑Fi, Free‑to‑Guest TV, Starlink integration, a global advertising/media network, on-site technician and repair depot services, 24/7 call center support, and software platforms (V-CLOUD™, V-SELECT® portal, GEM expense management and other SaaS offerings). Founded in 2005 and headquartered in Holland/Toledo, OH, Velocity emphasizes centralized operations, large-scale field technician coverage (5,500+), device and network management (3M devices, 42K network connections), and fully redundant data centers to support enterprise-grade deployments for businesses.

📋 Description

• 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.

🎯 Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field required. • MBA or advanced degree preferred. • 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. • 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