JCM Telecom LLC

About JCM Telecom

JCM Telecom is a growing Managed IT and Telecom provider based in Miami, serving small and mid-sized businesses across South Florida. We deliver Managed IT Services, VoIP, Internet, Security, and Compliance-driven solutions. Our company is process-focused, security-first, and built for scale.

We are seeking a Service Manager to lead daily service operations, manage technician workflows, and ensure excellent client service across our IT and Telecom offerings.

Role Overview

The Service Manager is responsible for day-to-day service delivery. This role owns ticket flow, technician coordination, SLA adherence, and service quality. You will work closely with technicians, dispatch, and leadership to keep operations running smoothly and clients satisfied.

This is a hands-on leadership role, not a desk-only position.

Key ResponsibilitiesService Operations

• Manage daily service operations for Managed IT, VoIP, and Telecom services
• Monitor ticket queues, priorities, and escalations in Autotask
• Ensure SLAs, response times, and resolution standards are met
• Coordinate dispatch, scheduling, and workload balancing
• Maintain service documentation standards in IT Glue

Team Leadership

• Lead and support technicians with clear expectations and accountability
• Run daily check-ins and weekly service meetings
• Assist with onboarding and training of new technicians
• Identify performance gaps and escalate when needed

Customer Experience

• Act as escalation point for service issues and client concerns
• Ensure clear, professional communication during incidents
• Maintain high levels of client satisfaction and trust

Process & Improvement

• Enforce service procedures and SOPs
• Recommend workflow improvements to increase efficiency
• Assist leadership with service reporting and KPIs

Required Qualifications

• 2+ years experience in an MSP or IT service environment
• Experience managing or leading technical teams
• Strong understanding of ticketing systems (Autotask preferred)
• Knowledge of Managed IT services and Microsoft 365 environments
• Excellent organization, communication, and time-management skills

Preferred Qualifications

• Autotask PSA and IT Glue experience
• VoIP or Telecom service experience
• ITIL knowledge (incident, problem, change management)
• Bilingual: English & Spanish

Work Environment

• On-site role (no remote or hybrid)
• Office-based with coordination of field technicians
• Fast-paced MSP environment

Job Type: Full-time

Pay: $50,000.00 - $75,000.00 per year

Benefits:

• Employee discount
• Flexible schedule
• Paid time off
• Referral program
• Retirement plan

Work Location: In person