IT Operations Manager — Client Services

Role scope

What this role owns.

Keep a well-run IT environment running well. You will be employed by Velocity Technologies, a managed IT services provider based in Tempe, with roughly half your time at an assigned client site and half at our office. Work directly with senior Velocity leadership to preserve effective standards and improve recurring problems without unnecessary disruption.

Velocity work is grounded in local managed IT delivery: Microsoft 365, Active Directory, Entra ID, Intune, SonicWall/Fortinet/Ubiquiti, backups/DR, QBRs, ticket queues, onboarding, standards alignment, and white-glove support for Phoenix and East Valley businesses.

Responsibilities

• Maintain and troubleshoot Windows and Linux servers, business networks, identity services, and backups.
• Keep maintenance, patching, monitoring, access changes, and recovery checks on schedule; make controlled changes with a clear rollback plan.
• Set daily priorities for 2–3 technicians and monitor queue ownership, aging work, escalations, and follow-through.
• Coach developing technicians through clear expectations, practical feedback, technical guidance, and documented procedures.
• Serve as the day-to-day operational point of contact for an assigned client and represent IT professionally in recurring leadership meetings.
• Translate incidents, service trends, and technical risks into concise business updates, options, and recommendations.
• Perform hands-on Tier 2 and Tier 3 troubleshooting when needed, identify root causes, and escalate complex work with complete context.
• Keep runbooks, asset records, ticket notes, ownership records, and standard operating procedures accurate and usable.
• Coordinate onboarding, offboarding, access, endpoint, vendor, and lifecycle activities so work is completed consistently.
• Partner with Velocity engineers on Microsoft 365, identity, servers, networking, backup, security, and major project work.
• Identify recurring problems and improve the process instead of only closing the next ticket.

Must-have qualifications

• Five or more years of progressively responsible IT support, systems administration, or infrastructure operations experience.
• Experience assigning work, coaching technicians, or leading service delivery; a formal manager title is helpful but not required.
• Practical Windows Server, Active Directory/DNS, Microsoft 365/Entra ID, and Linux administration skills.
• Confidence troubleshooting switching, VLANs, routing, VPNs, and firewalls.
• Experience monitoring backups and performing actual restores, including verifying that recovery succeeded.
• Strong troubleshooting judgment: gather evidence, narrow the problem, document findings, and know when to escalate.
• Experience with ticketing, RMM, documentation, and repeatable operational processes.
• The ability to communicate calmly and clearly with technicians, vendors, executives, and nontechnical users.
• Reliable follow-through, sound judgment, and comfort operating across both client and MSP priorities.
• Availability for full-time on-site work, split roughly evenly between our Tempe office and an assigned Phoenix/East Valley client site.

Nice-to-have experience

• MSP, co-managed IT, manufacturing, or multi-site operating experience.
• Experience with Microsoft Intune, an RMM/PSA platform such as SyncroMSP, an IT documentation platform such as Hudu, Veeam, and common SMB firewall or network platforms.
• Experience presenting service health, risk, incidents, and planned work to business leadership.

Helpful certifications

• Microsoft certification
• CompTIA Network+ or Security+
• ITIL Foundation
• Cisco or equivalent networking certification