IT Operations Manager — Client Services

Role scope

What this role owns.

Lead day-to-day IT operations for a key client while staying close to the technology and Velocity's broader managed-services team.

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

• Set daily priorities for a small IT support team 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.
• Working knowledge of Microsoft 365, Entra ID, Active Directory, Windows endpoints and servers, networking, VPNs, firewalls, endpoint management, backup, and security fundamentals.
• 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.
• Ability to work primarily on-site in the Tempe and Phoenix East Valley area and travel between local client locations as needed.

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