Service Desk Agent Lead

: Who We Are Charter Schools USA (CSUSA) is one of the largest and highest performing education management companies in the United States, proudly serving over 82,000 students in over 150 schools in four states. Founded by Jonathan Hage in 1997, CSUSA's mission is a Relentless Commitment to Student Greatness in School and in Life™. CSUSA provides an academically rigorous education to students equipping them with real world readiness, prepared for college or career after graduation. With an unwavering dedication to the success of students from every background, CSUSA is closing the gaps in achievement and opportunity, keeping our promise of Strong Minds, Good Hearts™. Job Purpose To join a team of people with the mission: Relentless Commitment to Student Greatness in School and in Life ™. If you love inspiring and motivating young learners and want to put students first in education, CSUSA is the right place for you. We deliver on our promise of Strong Minds, Good Hearts™ through an education model that gives every student the opportunity for success. As a Service Desk Agent Lead, responsible for managing daily IT service desk operations to deliver timely, high-quality support to end-users. This role serves as the primary escalation point for complex issues, mentors team members to enhance their skills, and collaborates with other IT departments to drive process improvements and optimize customer satisfaction. Additionally, the Lead Agent tracks and reports key performance metrics, ensuring adherence to service excellence standards and service-level agreements(SLAs). How You Will Impact Education Instruction/Education Responsibilities Incident Management: Oversee and manage service desk incidents and requests, ensuring timely resolution in line with SLAs. Escalation Management: Serve as the first escalation point for unresolved issues, coordinating with technical teams to troubleshoot complex issues. Team Supervision: Guide and support service desk agents, provide technical advice, and ensure they are trained on processes and tools. Quality Assurance: Monitor and evaluate service desk interactions to ensure high-quality customer service, adherence to standards, and user satisfaction. Knowledge Base Management: Maintain and update documentation, FAQs, and knowledge base articles to ensure agents have access to accurate information. Process Improvement: Identify recurring issues, recommend improvements to service desk procedures, and participate in the development of incident management workflows. Metrics and Reporting: Track key service desk metrics, such as response times, ticket volumes, resolution rates, and user satisfaction, providing reports to management. Training and Mentorship: Conduct training sessions and workshops to ensure team members are knowledgeable about the latest technology, troubleshooting techniques, and soft skills for customer interaction. Collaboration: Work closely with IT operations, network, and infrastructure teams to ensure seamless issue resolution and to keep the team updated on relevant projects and changes. Knowledge of exhibits a strong sense of professional integrity and discretion. Skilled at guiding customers clearly through processes, setups, and troubleshooting steps. Creates and maintains user-friendly, accessible documentation. Shows enthusiasm and dedication to both the job and the company's mission. Actively supports the company's goals, strategic priorities, and values. Adheres to company policies, procedures, and guidance. Possesses excellent communication skills across oral, written, and interpersonal interactions, including presentations, phone etiquette, active listening, negotiation, and influencing. Approaches challenges with empathy, compassion, and a positive, passionate attitude. Is honest and forthcoming with relevant information. Engages effectively with staff and builds rapport across all organizational levels, remaining sensitive to corporate needs, employee well-being, and public image. Manages and organizes multiple priorities efficiently. Maintains reliability by being punctual, following instructions, responding to management, and seeking feedback for performance improvement. Has a strong focus on customer satisfaction. Demonstrates excellent interpersonal skills, consistently courteous, professional, and helpful. Handles sensitive and confidential situations with poise, tact, and professionalism. Acts as a supportive team player within a high-performing team. Has a proven ability to analyze complex issues, identify root causes, recognize patterns, and recommend innovative solutions. Is proactive and shows initiative. Drives projects to completion with dedication. Sets and maintains high standards for quality in all work. In-depth knowledge of operating and troubleshooting Apple, Windows, and Android devices. Over 2 years of experience in using and supporting Office 365/Microsoft 365. More than 4 years of hands-on experience in direct technical support roles. 4+ years in customer service, with a background in retail and/or IT operations. Bachelor's degree or equivalent in a related IT field. Proficient in using service desk and ticketing systems. Strong technical skills with excellent research capabilities. Reliable transportation to various facility sites as needed. If using a personal vehicle, must have a valid driver's license and proof of insurance that meets state requirements. Must have transportation to various facility sites as required. If using own motor vehicle, must possess a valid driver's license and proof of insurance that meets the minimum standards of the State. Bachelor's degree in information technology, Computer Science, or a related field (preferred) or Minimum 3-5 years of experience in a service desk environment, with at least 1-2 years in a supervisory or lead role. ITIL Foundation certification or experience with ITIL-based processes is a plus. Work Environment While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. No physical exertion required. Travel within or outside of state. Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects. FLSA Overtime Category Job is exempt from the overtime provisions of the Fair Labor Standards Act. Requirements: Who We Are Charter Schools USA (CSUSA) is one of the largest and highest performing education management companies in the United States, proudly serving over 82,000 students in over 150 schools in four states. Founded by Jonathan Hage in 1997, CSUSA's mission is a Relentless Commitment to Student Greatness in School and in Life™. CSUSA provides an academically rigorous education to students equipping them with real world readiness, prepared for college or career after graduation. With an unwavering dedication to the success of students from every background, CSUSA is closing the gaps in achievement and opportunity, keeping our promise of Strong Minds, Good Hearts™. Job Purpose To join a team of people with the mission: Relentless Commitment to Student Greatness in School and in Life ™. If you love inspiring and motivating young learners and want to put students first in education, CSUSA is the right place for you. We deliver on our promise of Strong Minds, Good Hearts™ through an education model that gives every student the opportunity for success. As a Service Desk Agent Lead, responsible for managing daily IT service desk operations to deliver timely, high-quality support to end-users. This role serves as the primary escalation point for complex issues, mentors team members to enhance their skills, and collaborates with other IT departments to drive process improvements and optimize customer satisfaction. Additionally, the Lead Agent tracks and reports key performance metrics, ensuring adherence to service excellence standards and service-level agreements(SLAs). How You Will Impact Education Instruction/Education Responsibilities Incident Management: Oversee and manage service desk incidents and requests, ensuring timely resolution in line with SLAs. Escalation Management: Serve as the first escalation point for unresolved issues, coordinating with technical teams to troubleshoot complex issues. Team Supervision: Guide and support service desk agents, provide technical advice, and ensure they are trained on processes and tools. Quality Assurance: Monitor and evaluate service desk interactions to ensure high-quality customer service, adherence to standards, and user satisfaction. Knowledge Base Management: Maintain and update documentation, FAQs, and knowledge base articles to ensure agents have access to accurate information. Process Improvement: Identify recurring issues, recommend improvements to service desk procedures, and participate in the development of incident management workflows. Metrics and Reporting: Track key service desk metrics, such as response times, ticket volumes, resolution rates, and user satisfaction, providing reports to management. Training and Mentorship: Conduct training sessions and workshops to ensure team members are knowledgeable about the latest technology, troubleshooting techniques, and soft skills for customer interaction. Collaboration: Work closely with IT operations, network, and infrastructure teams to ensure seamless issue resolution and to keep the team updated on relevant projects and changes. Knowledge of exhibits a strong sense of professional integrity and discretion. Skilled at guiding customers clearly through processes, setups, and troubleshooting steps. Creates and maintains user-friendly, accessible documentation. Shows enthusiasm and dedication to both the job and the company's mission. Actively supports the company's goals, strategic priorities, and values. Adheres to company policies, procedures, and guidance. Possesses excellent communication skills across oral, written, and interpersonal interactions, including presentations, phone etiquette, active listening, negotiation, and influencing. Approaches challenges with empathy, compassion, and a positive, passionate attitude. Is honest and forthcoming with relevant information. Engages effectively with staff and builds rapport across all organizational levels, remaining sensitive to corporate needs, employee well-being, and public image. Manages and organizes multiple priorities efficiently. Maintains reliability by being punctual, following instructions, responding to management, and seeking feedback for performance improvement. Has a strong focus on customer satisfaction. Demonstrates excellent interpersonal skills, consistently courteous, professional, and helpful. Handles sensitive and confidential situations with poise, tact, and professionalism. Acts as a supportive team player within a high-performing team. Has a proven ability to analyze complex issues, identify root causes, recognize patterns, and recommend innovative solutions. Is proactive and shows initiative. Drives projects to completion with dedication. Sets and maintains high standards for quality in all work. In-depth knowledge of operating and troubleshooting Apple, Windows, and Android devices. Over 2 years of experience in using and supporting Office 365/Microsoft 365. More than 4 years of hands-on experience in direct technical support roles. 4+ years in customer service, with a background in retail and/or IT operations. Bachelor's degree or equivalent in a related IT field. Proficient in using service desk and ticketing systems. Strong technical skills with excellent research capabilities. Reliable transportation to various facility sites as needed. If using a personal vehicle, must have a valid driver's license and proof of insurance that meets state requirements. Must have transportation to various facility sites as required. If using own motor vehicle, must possess a valid driver's license and proof of insurance that meets the minimum standards of the State. Bachelor's degree in information technology, Computer Science, or a related field (preferred) or Minimum 3-5 years of experience in a service desk environment, with at least 1-2 years in a supervisory or lead role. ITIL Foundation certification or experience with ITIL-based processes is a plus. Work Environment While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. No physical exertion required. Travel within or outside of state. Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force as frequently as needed to move objects. FLSA Overtime Category Job is exempt from the overtime provisions of the Fair Labor Standards Act.