Information Technology Operations Manager

Velocity Technologies is a Tempe-based managed IT provider that has supported Phoenix and East Valley businesses since 2004. We're hiring an IT Operations Manager to run day-to-day IT for one of our key clients: leading a small on-site support team, handling the escalations your techs can't, and being the person that client's leadership trusts to keep them informed. This is a hands-on seat with real ownership. You'll set the daily priorities for the team, fix things yourself when it matters, and turn what's happening in the queue into clear, no-surprises updates for business leaders. You'll work directly with Velocity's senior leadership through a structured handoff over roughly your first six months, with Velocity's engineering team behind you on projects, security, and infrastructure. WHAT YOU'LL DO Set daily priorities for a small IT support team and keep an eye on queue ownership, aging tickets, escalations, and follow-through Coach developing technicians with clear expectations, practical feedback, hands-on technical guidance, and documented procedures Act as the day-to-day IT point of contact for the client and represent IT professionally in recurring leadership meetings Translate incidents, service trends, and technical risk into concise business updates, options, and recommendations Handle Tier 2 and Tier 3 troubleshooting yourself when needed, find root causes, and escalated complex work with full context Keep runbooks, asset records, ticket notes, and standard operating procedures accurate and actually usable Coordinate onboarding, offboarding, access, endpoint, vendor, and lifecycle work so it gets done consistently Partner with Velocity engineers on Microsoft 365, identity, servers, networking, backup, security, and major project work Spot recurring problems and fix the process, not just the next ticket WHAT WE'RE LOOKING FOR 5+ 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 what you found, and know when to escalated Experience with ticketing, RMM, documentation, and repeatable operational processes Calm, clear communication with technicians, vendors, executives, and non-technical users Reliable follow-through, sound judgment, and comfort balancing client and MSP priorities Able to work primarily on-site in Tempe and the Phoenix East Valley and travel between local client locations as needed NICE TO HAVE MSP, co-managed IT, manufacturing, or multi-site operating experience Microsoft Intune; an RMM/PSA platform such as SyncroMSP; an IT documentation platform such as Hudu; Veeam; common SMB firewall and network platforms (SonicWall, Fortinet, Ubiquiti) Experience presenting service health, risk, incidents, and planned work to business leadership Certifications such as Microsoft, CompTIA Network+ or Security+, ITIL Foundation, or Cisco/equivalent networking COMPENSATION $90,000 annual salary Flexible PTO with responsible scheduling and coverage Direct mentoring and a roughly six-month operational handoff with senior Velocity leadership Meaningful ownership of client outcomes on a small, results-oriented team Please note: employer-sponsored health insurance and retirement-plan benefits are not currently offered. We say this up front so you can decide early whether the package works for you. #J-18808-Ljbffr