Sr Mgr, IT Service Ops

Charter Schools USA•Fort Lauderdale, FL

4h•Hybrid

About The Position

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. Following 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.

Requirements

Strong oral, written, and client-facing communication skills, with the ability to communicate effectively across a wide-ranging user base
Strong problem-solving ability, troubleshooting, and multi-tasking skills
Ability to think strategically, paired with exceptional leadership skills
Outstanding customer service skills
Strong organizational, management, negotiation, and analytical skills
Ability to provide training and mentoring across varying skill levels
Demonstrated ability to work under pressure and meet tight deadlines
Customer-service driven, with the ability to adapt in a diverse and dynamic environment
Commitment to CSUSA's company values
Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience
4-8 years of progressive experience in IT service management or service desk operations
ITIL Foundation Certification required
Working experience with the FreshService platform required
Availability for occasional after-hours support and participation in an on-call rotation

Nice To Haves

Experience in education technology or K-12 school environments preferred
Ability to travel within or outside of state as needed

Responsibilities

Provide excellent front-facing customer experience
Maintain knowledge of new and existing technology within the ITSS framework
Oversee daily operational activities and services provided by the Universal Service Desk
Oversee technical support operations and supporting staff for the Corporate Headquarters and state offices for national and state staff
Develop, train, and mentor staff to ensure professionalism and department standards are maintained
Create and maintain Standard Operating Procedures
Monitor and maintain agent groups in the ticketing system
Provide data to Senior Leadership as needed
Ensure operational staff have the resources needed to perform their duties
Provide input to annual performance evaluations for direct reports
Support the ITIL framework adopted by the ITSS division for service operations
Ensure procedures, policies, and standards are documented to support operations
Improve the customer service experience, create efficient processes, and facilitate organic growth
Identify and develop automation for simpler requests handled at Tier 0 or Tier 1
Communicate 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 requested
Suggest improvements to the ITSM tool for Incident and Request forms and workflows
Ensure service groups adhere to established processes; facilitate action and/or recommend remedial training for ITIL users where required
Serve as Incident Process Manager, Major Incident Process Manager, Change Management Process Manager, Knowledge Management Process Manager, and Request Fulfillment Process Manager
Keep abreast of process evolution and industry developments, applying best practices to identify areas of improvement
Coordinate with other ITSS staff to facilitate integration, solutions, or improvements