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Vice President of Support Operations

General Summary

The Vice President of Support Operations leads the organization’s support infrastructure, overseeing the Network Operations Center (NOC), Contact Center, and Enterprise Support functions to ensure reliable, scalable, and high-

quality service delivery across all support channels. This role is accountable for operational performance, service reliability, and customer support outcomes, while maintaining strong alignment with the organization’s service commitments and operational objectives.

This senior leader will drive operational maturity by implementing AI-powered automation, agentic AI support agents, and advanced analytics to improve incident response, automate repetitive operational tasks, and enhance overall service performance. Through these initiatives, the VP will reduce manual workload, improve operational efficiency, and enable the organization to scale support operations without proportional increases in cost or complexity.

Working closely with executive leadership, this role will transform support operations into a technology-enabled, automation-first function that improves customer outcomes while driving operational efficiency and supporting long-term business growth. This role will also lead the organization’s transition toward AI-augmented support operations, integrating autonomous monitoring, intelligent automation, and agentic AI systems to create a proactive and scalable support ecosystem.

Primary Duties and Responsibilities

Support Operations Leadership

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.

AI and Automation Strategy

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.

Operational Excellence

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.

Customer Experience & Support Strategy

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.

Team Leadership & Organizational Development

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.

Cross-Functional Collaboration

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.

Process & Technology Optimization

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.

Reporting & Executive Communication

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.

Qualifications, Education and Experience

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.

Skills & Competencies

Strong leadership and organizational management capabilities.
Deep understanding of IT service management (ITSM) frameworks.
Experience with automation platforms, orchestration tools, and AI-driven support systems.
Knowledge of agentic AI systems and intelligent automation technologies.
Strong analytical and data-driven decision-making skills.
Excellent executive communication and stakeholder management.
Proven experience improving support performance and customer satisfaction.

Key Performance Indicators (KPIs)

SLA compliance
Service uptime and availability
Mean Time to Detect (MTTD)
Mean Time to Resolve (MTTR)
Customer satisfaction (CSAT)
Support ticket resolution time
Automation adoption and operational efficiency gains
Reduction in manual operational workload
AI-driven operational improvements
Employee engagement and retention

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

Customer-obsessed
One team
Do the right thing
Let’s go!

Our 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

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.

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