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[Remote] Vice President of Support Operations

June 30, 2026

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/.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...