Dir, IT Service Ops

Charter Schools USA•Fort Lauderdale, FL

About The Position

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. The Director of IT Service Operations provides strategic and operational leadership for all technology support services across Charter Schools USA and related companies and stakeholders. This position is responsible for general IT support, direct and remote, and providing the ability for other service owners to do so through an effective Service Desk operation and Service Desk platform. Direct oversight includes a combination of field leaders, Service Desk staff, and direct and indirect support staff. This leadership role encompasses building and enforcing support policies, defining service standards, and ensuring that all educational and operational staff receive timely, professional, and high-quality technology assistance. Success in this position requires establishing repeatable processes, managing enterprise support platforms, and collaborating with business and academic partners to ensure technology readiness, operational efficiency, oversight and accountability, and exceptional customer service.

Requirements

Demonstrated ability to lead multi-site, multi-team technical support operations.
Strong understanding of K--12 technology environments.
Exceptional communication skills.
Strong documentation, reporting, and process-mapping capabilities.
Ability to manage complex support ecosystems while maintaining a high customer service orientation.
Strong analytical skills.
Ability to work independently.
Knowledge of ITIL principles.
Bachelor's Degree or equivalent.
8+ years of leadership experience managing technical support teams.
Significant experience supporting K--12 schools at multiple levels.
Experience administering enterprise service desk platforms.
Ability to manage escalations and critical issues outside of regular business hours.
Travel required; occasional evening or weekend work.

Responsibilities

Leadership of Multi-Tier Support Operations
Provide leadership and oversight to State IT Directors, ensuring consistent service quality across lines of business and locations, including schools, offices and/or events and places of work.
Establish expectations for quality and accountability at all levels
Manage the Service Desk team, ensuring multichannel support (phone, ticketing, chat, in-person) is delivered efficiently and within defined SLAs.
Direct the Corporate Support Center team responsible for deskside and onsite support for HQ staff and visitors.
Establish staffing models, schedules, and escalation paths to address seasonal demands.
Service Delivery, Performance & Quality Assurance
Ensure all customer requests are addressed promptly and that SLAs, response times, and resolution metrics are consistently met or exceeded.
Develop KPIs and dashboards to monitor service performance across all support tiers.
Monitor service delivery metrics and facilitate resolution of complex support requests requiring coordination across teams.
Analyze support trends and provide actionable insights to system owners, trainers, and executives.
Keep service owners aware of demand through the Service Desk and help track effectiveness of changes in procedures and initiatives on demand.
Critical Systems Monitoring & Incident Coordination
Develop and monitor alerts and incidents from critical infrastructure systems.
Serve as first-line triage for system alerts, determining severity and appropriate routing for resolution.
Establish and maintain triage procedures, runbooks, and 24/7 coverage model for critical system alerts.
Coordinate multi-department response for incidents affecting multiple systems or locations.
Track incident response times and ensure handoffs between departments are documented.
Provide visibility to leadership on critical incidents and cross-departmental issues.
Cross-Departmental Service Coordination
Act as liaison between Service Desk operations and specialized support departments.
Establish escalation policies and track departmental SLAs to ensure timely routing, handoffs, and resolution of specialized support requests.
Establish protocols for proper incident documentation and knowledge transfer across departments during complex, multi-team incidents.
Facilitate communication during major incidents affecting multiple systems or stakeholders.
Policy Development, Standards & Governance
Create, publish, and enforce enterprise-wide support policies, including service processes, device standards, escalation protocols, and communication procedures.
Establish consistent practices across all schools and states.
Reinforce ITIL-aligned best practices and continuous improvement across teams.
Systems Administration & Support Platforms
Oversee optimization of the Service Desk platform.
Ensure an effective and intuitive support portal, knowledge base, and documentation library.
Facilitate the ability of service owners to effectively and efficiently manage their customer's support through the Service Desk tools, automation, workflows, and reporting.
Direct development of documentation, workflows, support articles, and troubleshooting resources.
Stakeholder Partnership & Communication
Coordinate with academic, educational, and business system owners to support major rollouts and organizational changes.
Partner with school and state leaders to communicate relevant support updates, outages, and reporting.
Collaborate with all IT areas to ensure alignment.
Strategic Planning & Continuous Improvement
Evaluate current processes and design improvements that enhance efficiency and support quality.
Lead change management activities affecting field support.
Identify opportunities to reduce support demand through feedback loops, training, automation, and improved system design.
Contribute to annual budgeting, resource planning, and forecasting.
Develop and establish plans to accommodate surge support, geographical expansion, expansion of services, and needed professional development.
Other Responsibilities
Represent the company and clients at events, with vendors, and onsite locations professionally and effectively
Must be able to assign or address critical issues outside standard work hours.