Dir, IT Service Ops

Introduction

As a pioneer in the Charter school movement, CSUSA is one of the fastest-growing education management organizations in the United States, providing a wide variety of educational choices to over 82,000 students in more than 150 schools across Florida, South Carolina, North Carolina, and Louisiana.

Charter Schools USA is an Equal Opportunity Employer.

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™.

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.

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.
• Trac…