IT Operations Manager — Client Services

Velocity Technologies; Tempe (AZ); On-site; USD 110,000 - 150,000; Full time

Job summary

Velocity Technologies is seeking an IT Operations Manager — Client Services to lead a small on-site support team, ensure service discipline, and present IT performance and risk to business leadership.

You will manage daily priorities, coach technicians, handle escalations, and translate incidents into concise business options, while doing hands-on Tier 2/3 work as needed. Located in Tempe/Phoenix East Valley, this role emphasizes reliable delivery and collaboration.

Qualifications

• Five or more years in IT support, systems administration, or infrastructure operations.
• Experience coaching technicians or leading service delivery.
• 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 elevate.
• 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 and comfort operating across client and MSP priorities.
• Ability to work primarily on-site in the Tempe and Phoenix East Valley area and travel between local client locations.

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 elevate 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.

Skills

IT support

Systems admin

Infrastructure ops

Microsoft 365

Entra ID

Active Directory

Windows endpoints

Windows servers

Networking

VPNs

Firewalls

Endpoint management

Backup

Security basics

Troubleshooting

Ticketing

RMM

Documentation

Stakeholder comms

On-site work

Job description

The IT Operations Manager — Client Services is a hands‑on operational leader who guides a small client‑side support team, maintains service discipline, coordinates technical escalation, and gives business leadership a clear view of IT performance and risk.

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 elevate 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 elevate.
• 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.