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About the Role

The IT Operations Manager owns the day-to-day delivery, reliability, and cost-effectiveness of the organization’s 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 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.

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.

Requirements

5+ years of IT operations or technical support experience
3–5+ 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.

Skills

Freshservice
ServiceNow
Jira Service Management
Ivanti
ITIL
PowerShell
Enterprise Service Management (ESM)
Microsoft 365
Entra ID
low-code/no-code automation
orchestration platforms
SOC 2
ISO 27001
HIPAA

Location

Syracuse, NY

Work Type

Full-time

Experience Level

5+ years of IT operations or technical support experience
3-5+ years in a team lead or management role

Education Level

Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
ITIL Foundation certification
ITSM platform administrator credential
CompTIA Network+/Security+ certification
Cloud provider certification

Salary/Compensations

$115,000 - $130,000 a year

Benefits

Immediate access to employee discounts
Financial resources and support
Legal resources and support
Childcare resources and support
Comprehensive health and wellness coverage
Monetary rewards towards health goals
Numerous company-provided personal protection benefits at no additional cost

About the Company

JMA is restoring U.S. leadership in wireless technology at a critical time in the transition to 5G.
It makes the world’s 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.
JMA’s 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 industry’s fastest growing technology company to shape that future today.

Equal Opportunity

At JMA, we don’t 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.