[Remote] Vice President of Support Operations

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.ResponsibilitiesProvide leadership for NOC, Contact Center, and Enterprise Support operationsDevelop and execute the strategic vision for support operations aligned with company growth and service excellenceEnsure operational alignment across monitoring, incident management, escalation, and support delivery functionsEstablish operational standards, governance models, and best practices for support deliveryLead the organization's adoption of AI-driven operations (AIOps), intelligent automation, and agentic AI systems within support operationsImplement AI-powered operational agents capable of autonomously detecting, diagnosing, and resolving incidentsDeploy agentic AI support agents that independently manage ticket triage, customer interactions, escalation workflows, and knowledge retrievalDevelop an automation-first support model that minimizes manual intervention in monitoring, incident response, and remediationUtilize predictive analytics and AI-driven insights to identify potential service disruptions before they impact customersPartner with engineering teams to integrate automated remediation, orchestration platforms, and autonomous service workflowsContinuously evaluate emerging technologies including AI copilots, digital workforce platforms, and intelligent service automation toolsDrive continuous improvement in support performance, efficiency, and customer satisfactionEstablish and monitor KPIs, SLAs, and service quality metrics across support operationsOptimize incident response, escalation procedures, and support resolution workflowsLead initiatives to improve: Mean Time to Detect (MTTD), Mean Time to Resolve (MTTR), Service availability and reliabilityLeverage automation and analytics to reduce operational friction and improve service outcomesEnsure exceptional support experiences across all customer touchpointsImplement AI-powered support technologies, including: Intelligent virtual assistants, AI-driven ticket routing, Automated knowledge systems and Self-service support platformsImprove the client experience through proactive monitoring and automated service interventionBuild, mentor, and lead high-performing teams across NOC, enterprise support, and contact center operationsOversee leadership development for directors and managers within support operationsFoster a culture of innovation, accountability, automation, and AI adoptionLead workforce transformation initiatives that integrate human expertise with AI-enabled support capabilitiesEvaluate and explore near-shore and off-shore opportunitiesPartner with Engineering, Infrastructure, Security, Product, and Platform teams to improve service reliability and operational scalabilityCollaborate with sales and client success teams to ensure support operations align with customer commitments and SLAsSupport company initiatives related to AI platforms, automation tooling, and digital transformationEvaluate and implement technologies supporting AI-driven monitoring, intelligent automation, and agent-based workflowsDrive adoption of ITIL and service management best practicesLead initiatives focused on autonomous support operations and scalable service deliveryProvide executive-level reporting on support performance, operational risks, and improvement initiativesPresent operational insights, AI-driven analytics, and service metrics to executive leadershipIdentify trends and opportunities to improve operational maturity and support capabilitiesSkillsBachelor's degree in Information Technology, Computer Science, Business, or related field required10+ years of experience in technical support, service operations, or IT operations5+ years in senior leadership roles managing large operational teamsExperience leading NOC, service desk, enterprise support, or customer support organizationsExperience implementing automation platforms, AIOps solutions, or AI-enabled support operationsExperience with managing near-shore/off-shore teamsMBA or advanced degree preferredExperience within managed services, telecommunications, SaaS, or enterprise IT environments strongly preferredBenefitsMedical, Dental, VisionPTO & Paid HolidaysPaid Sick Time401K – with Employer MatchPaid Parental LeaveCompany provided Life Insurance, Short/Long-Term DisabilitySupplemental Benefits AvailableCompany OverviewFounded 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/.