Sr Mgr, IT Service Ops

Job DescriptionWho We AreCharter 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 PurposeTo 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 the Senior Manager, IT Service Operations, you will oversee the daily technical operations of the corporate locations and Universal Service Desk, and champion the adoption of ITIL best practices across the ITSS division. This role combines supervisory management of on-site, hybrid, and remote support staff, consistent service performance and metrics, and coordination of special projects, training, and initiatives that deliver excellent customer service. Beyond managing support agents, the Senior Manager owns multiple ITIL processes and serves as the liaison between the Universal Service Desk and the rest of the business.How You Will Impact EducationFollowing computing best practices and the ITIL service management framework, the Senior Manager brings in-depth technical knowledge and excellent customer service to build a positive culture within ITSS and across the schools and companies that rely on ITSS support. This role provides input to strategy, design, and support for IT Service Operations, acts as liaison between service providers and the broader business community, and delivers technical consultation, implementation, and project leadership. In this role, you will:Provide excellent front-facing customer experienceMaintain knowledge of new and existing technology within the ITSS frameworkOversee daily operational activities and services provided by the Universal Service DeskOversee technical support operations and supporting staff for the Corporate Headquarters and state offices for national and state staffDevelop, train, and mentor staff to ensure professionalism and department standards are maintainedCreate and maintain Standard Operating ProceduresMonitor and maintain agent groups in the ticketing systemProvide data to Senior Leadership as neededEnsure operational staff have the resources needed to perform their dutiesProvide input to annual performance evaluations for direct reportsSupport the ITIL framework adopted by the ITSS division for service operationsEnsure procedures, policies, and standards are documented to support operationsImprove the customer service experience, create efficient processes, and facilitate organic growthIdentify and develop automation for simpler requests handled at Tier 0 or Tier 1Communicate with service group managers when ticket escalation reaches 50% or 75% of the Service Level target to avoid a breach; assist the Senior Director in this effort when requestedSuggest improvements to the ITSM tool for Incident and Request forms and workflowsEnsure service groups adhere to established processes; facilitate action and/or recommend remedial training for ITIL users where requiredServe as Incident Process Manager, Major Incident Process Manager, Change Management Process Manager, Knowledge Management Process Manager, and Request Fulfillment Process ManagerKeep abreast of process evolution and industry developments, applying best practices to identify areas of improvementCoordinate with other ITSS staff to facilitate integration, solutions, or improvementsRequired Qualifications and SkillsStrong oral, written, and client-facing communication skills, with the ability to communicate effectively across a wide-ranging user baseStrong problem-solving ability, troubleshooting, and multi-tasking skillsAbility to think strategically, paired with exceptional leadership skillsOutstanding customer service skillsStrong organizational, management, negotiation, and analytical skillsAbility to provide training and mentoring across varying skill levelsDemonstrated ability to work under pressure and meet tight deadlinesCustomer-service driven, with the ability to adapt in a diverse and dynamic environmentCommitment to CSUSA's company valuesJob RequirementsBachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience4-8 years of progressive experience in IT service management or service desk operationsITIL Foundation Certification requiredWorking experience with the FreshService platform requiredExperience in education technology or K-12 school environments preferredAvailability for occasional after-hours support and participation in an on-call rotationAbility to travel within or outside of state as neededMay perform other duties as assigned.Work EnvironmentWhile 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, with possible travel to school campuses across CSUSA's multi-state network (FL, LA, NC, SC).Physical DemandsThe 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.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.Ability to lift, carry, and move IT equipment (e.g., laptops, monitors, peripherals) between offices, storage areas, and school campuses.FLSA Overtime CategoryJob is exempt from the minimum wage and overtime provisions of the Fair Labor Standards Act.Job DetailsJob Type: Full-TimeCategory: Information TechnologySalaried: Salaried