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IT Operations Manager

JMA Wireless

Job Location:

Syracuse, NY - USA

Yearly Salary: $ 115000 - 130000

Posted: 30 August 2026 (13 hours ago)

Application Deadline: 27 November 2026

Vacancies: 1 Vacancy

Job Summary

JMA is restoring U.S. leadership in wireless technology at a critical time in the transition to 5G. It makes the worlds most advanced software-based 5G platform designed coded and manufactured in Syracuse NY at the only U.S.-owned 5G factory in the country.

Across its global tech centers JMA makes 5G possible for organizations with the most critical connectivity demands in the world. JMAs technology is ushering in a new era of connectivity for leading mobile carriers the most iconic stadiums major universities leading healthcare centers the busiest transit centers and the U.S. Military.

5G is more than another G on your phone it is a generational opportunity to change the way the world operates. Join the industrys fastest growing technology company to shape that future today.

The IT Operations Manager owns the day-to-day delivery reliability and cost-effectiveness of the organizations IT services. This role leads the help desk team owns the new IT service management (ITSM) platform (Freshservice) and drives automation and continuous improvement across IT support and operations. The ITSM platform is in the early stages of onboarding so the successful candidate will help shape service processes workflows and standards from the ground up. A key objective is to mature the platform from an IT-focused ITSM tool into a broader Enterprise Service Management (ESM) capability extending standardized service delivery workflows and self-service to other departments across the business. The ideal candidate combines hands-on operational discipline and strong automation skills with people leadership and a service-delivery mindset and is energized by building and leading the way.

Position Responsibilities:

Lead the ongoing implementation and buildout of the ITSM platform (Freshservice) establishing the service catalog ticketing workflows SLAs automations and reporting from an early-stage foundation.
Lead and manage the help desk team owning ticket triage escalation paths and resolution quality across all support tiers.
Drive automation as a core operating principle reducing manual repetitive work across support and operations.
Build maintain and continuously improve runbooks standard operating procedures (SOPs) and knowledge base articles for recurring tasks and incident response.
Manage IT operational billing including review and reconciliation of vendor invoices SaaS subscriptions licensing and recurring service costs.
Recruit mentor and develop the IT operations and support team; set clear goals and conduct regular performance reviews.
Oversee monitoring alerting and observability for core systems and services; ensure issues are detected before they impact users.

Required Skills & Experience:

5 years of IT operations or technical support experience
35 years in a team lead or management role.
Hands-on experience administering an ITSM platform such as Freshservice ServiceNow Jira Service Management or Ivanti.
Demonstrated experience running a help desk or service desk and managing SLAs.
Strong automation skills: building workflow automations integrations/APIs and scripting (e.g. PowerShell) to streamline operations.
Strong working knowledge of IT service management frameworks (ITIL or similar).
Experience writing and maintaining operational documentation runbooks and SOPs.
Experience managing vendor relationships software licensing and IT operational budgets/billing.
Excellent communication prioritization and stakeholder-management skills.

Desired Skills & Experience:

Experience extending an ITSM platform into Enterprise Service Management (ESM) for non-IT departments; direct Freshservice experience is a plus.
Bachelors degree in Information Technology Computer Science or a related field (or equivalent experience).
Relevant certifications such as ITIL Foundation an ITSM platform administrator credential (e.g. Freshservice/Freshworks) CompTIA Network/Security or a cloud provider certification.
Experience integrating ITSM with Microsoft 365 Entra ID and other business systems.
Experience with low-code/no-code automation and orchestration platforms.
Experience in a regulated or compliance-driven environment (SOC 2 ISO 27001 HIPAA etc.).

$115000 - $130000 a year

The US national annual base salary range for this is $115000 - $130000. The range includes base salary that is expected to be paid for this role. Actual base salary will be based on a variety of factors including but not limited to the scope and complexity of the role the successful candidates relevant experience skills and knowledge peer and market data and geographic location.

At JMA our people are deeply committed to their work and we provide benefits to match. When you join JMA you have immediate access to everything you need. Whether youre looking for employee discounts financial legal and/or childcare resources and support we have you covered. We believe in providing comprehensive health and wellness coverage along with monetary rewards towards health goals in addition to numerous company-provided personal protection benefits at no additional cost to you.

At JMA we dont just accept differences we embrace them. JMA is proud to be an equal opportunity workplace. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristic.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Manager

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About Company

JMA Wireless

Wireless technology now impacts nearly every aspect of daily life around the world. As the fastest-growing global tech company, JMA designs and delivers cutting-edge wireless technology solutions that modernize how people learn, work, live and play, like never imagined. We power today ... View more

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