--- title: 'IT Operations Manager at JMA Wireless' canonical: 'https://feeny.ai/job/it-operations-manager-jma-wireless-syracuse-8wg9p8bt98na' type: 'job' last_seen: '2026-09-12' --- # IT Operations Manager at JMA Wireless - **Company:** JMA Wireless - **Location:** Syracuse, NY - **Compensation:** $115k–$130k - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-27 - **Last confirmed live:** 2026-09-12 - **Apply:** https://jobs.lever.co/jmawireless/a03c5806-1822-44b5-8780-ca821fa52ab3 ## Job description 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. 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 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 - 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. Desired Skills & Experience: - Experience extending an ITSM platform into Enterprise Service Management (ESM) for non-IT departments; direct Freshservice experience is a plus. - Bachelor’s 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.). 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 you're 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 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. ## About JMA Wireless ## Company Overview - **One-liner**: JMA Wireless designs and manufactures software-based 5G, private wireless networks, and advanced indoor connectivity solutions, all produced in the United States. - **Entity Type**: Private (Bootstrapped with disclosed $43.9M in total funding) - **Headquarters**: Syracuse, New York, United States - **Founded**: 2012 - **Founders**: John Mezzalingua ## Core Business - **Primary industry**: Telecommunications / Wireless Technology - **Target customers**: B2B; Enterprise, Venues (stadiums, casinos, hotels), Public Sector, and Network Operators - **Mission statement**: "Redefine wireless and restore U.S. leadership in wireless technology at a critical time in the transition to 5G." ## Products & Services - **XRAN™**: A fully software-based, virtualized 5G RAN platform that is interoperable and designed for OpenRAN architectures. Delivered as a SaaS-like software solution for mobile networks. - **IOTA™**: A millimeter-wave platform optimized for high-capacity indoor 5G deployments, such as stadiums and arenas. - **DAS (Distributed Antenna Systems)**: Distributed antenna systems for in-building cellular coverage. - **5G-Ready Antennas & Connectors**: Hardware components for 5G infrastructure, designed and manufactured in the U.S. - **Private Wireless Networks**: Turnkey private 5G/LTE network solutions for enterprise, industrial, and campus environments. ## Market Standing - **Valuation**: Not publicly disclosed. - **Estimated Annual Revenue**: ~$100M (per data aggregator estimates). - **Total Funding**: $43.9M. - **Headcount**: ~1,000+ employees globally; 484 reported on one aggregator with +1.7% YoY growth. - **Notable Customers/Deployments**: Allegiant Stadium (NFL Raiders), SoFi Stadium (NFL Rams & Chargers), Milwaukee Bucks, Sacramento Kings, American Dream complex (NJ), Olympic Stadium (Italy). - **Key Milestone**: In 2022 opened a first-of-its-kind 5G manufacturing campus in downtown Syracuse, described as a $100M investment spanning a city block. - **New Acquisition**: Announced that Quintel has joined JMA Wireless and now operates as "Quintel, Powered by JMA" (2026). ## Competitive Advantages - **Only U.S.-owned 5G manufacturer**: This provides a unique value proposition for customers prioritizing supply chain security and "Made in USA" compliance. - **Software-first, OpenRAN architecture**: The XRAN platform is 100% software-based, enabling flexibility, interoperability, and cost efficiency compared to legacy, hardware-locked solutions. - **Proprietary intellectual property**: Combines software (XRAN, TEKO) with advanced hardware manufacturing (antennas, connectors, millimeter-wave IOTA). - **Strong venue/enterprise footprint**: Deployed in some of the world's highest-capacity and most iconic venues, proving real-world performance at scale. ## Strategic Focus - **Restoring U.S. leadership in wireless**: JMA is positioning itself as the domestic alternative in the 5G and OpenRAN transition. - **Scaling private 5G networks**: Targeting enterprise and industrial verticals (manufacturing, education, stadiums) with private wireless solutions. - **International expansion**: Maintaining offices in Italy, India, and Ireland while expanding global customer base. - **Manufacturing & vertical integration**: Investing heavily in U.S.-based production capabilities, including the new Syracuse 5G campus. ## Why Work Here - **Agile & impactful work**: Commonly described internally as having "the size and strength to advance the industry – yet agile and small enough to allow every team member to contribute and stand out from day one" [jmawireless.com](https://jmawireless.com/careers/). - **Fast-growing, global environment**: ~1,000+ employees across 10+ global offices with significant growth +1.7% YoY headcount. - **Great benefits**: - **Unlimited Paid Time Off (PTO)** and 8 paid holidays for eligible roles. - **401(k) with employer match**: 50% on up to 6% contribution, fully vested in 3 years. - **Tuition reimbursement**: For eligible U.S. employees with at least 1 year service. - **Comprehensive insurance**: Medical/Dental/Vision starting Day 1 (via Excellus Blue Cross Blue Shield) plus free Life/AD&D/Disability insurance. - **Health Accounts**: HSA, FSA, Limited Purpose FSA available. - **Strong intern-to-hire pipeline**: 70% of internships result in full-time employment. - **Culture & community**: Known for a "deep commitment to community" including annual Earth Day cleanups and employee fitness/social events at all offices [jmawireless.com](https://jmawireless.com/careers/). - **Work model**: Multiple office locations globally, with flexible and unlimited time off — hybrid/remote policy specifics should be confirmed per role. ## Sources 1. [jmawireless.com - We Are JMA](https://jmawireless.com/we-are-jma/) 2. [jmawireless.com - Careers](https://jmawireless.com/careers/) 3. [jobs.lever.co/jmawireless - Jobs Board](https://jmawireless.com/careers/jobs-board/) 4. 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