Mgr, Service Desk Job Listing at Charter Schools USA in Fort Lauderdale, FL (Job ID 33088)

Description

Who We Are

Charter Schools USA (CSUSA) is one of the largest and highest­performing 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.

Reporting to the Senior Director of IT Service Operations, the Service Desk Manager (SDM) leads the day-to-day operations of the IT Service Desk, directly overseeing Service Desk Agents and Support Center Technicians to deliver consistent, high-quality technical support across CSUSA's schools and corporate teams. The SDM manages staff performance and development, owns SLA compliance and escalation processes at the team level, and maintains operational visibility into service desk metrics and reporting.

As the operational owner of key ITIL processes -- including Incident Management, Change Management, Knowledge Management, and Request Fulfillment -- the SDM ensures procedures and standards are followed, the ITSM toolset is effectively utilized, and automation opportunities are identified and surfaced to the Senior Director. The SDM serves as the primary day-to-day liaison between the service desk team and the broader business, coordinates with other ITSS teams, and drives a culture of customer service excellence and continuous improvement within the support center.

How You Will Impact Education

Service Desk Operations & Team Leadership

• Directly manage Service Desk Agents and the Support Center IT Technicians; provide coaching, performance feedback, and professional development
• Serve as the primary point of escalation and accountability for day-to-day service desk operations and customer experience
• Oversee daily operational activities and services delivered by the Support Center team
• Monitor and maintain agent groups, queues, and routing within the ITSM ticketing system
• Ensure the Lead IT Technician is prepared and equipped to serve as the technical escalation point and operational backup in the SDM's absence
• Provide input to annual performance evaluations for direct reports
• Ensure operational staff have the resources required to perform their duties effectively

ITIL Process Ownership & ITSM

• Serve as operational Process Manager for Incident Management, Major Incident Management, Change Management, Knowledge Management, and Request Fulfillment
• Ensure service groups adhere to established ITIL processes; facilitate corrective action and/or recommend remedial training where required
• Identify and surface automation opportunities for simpler requests fulfillable at Tier 0 or Tier 1 to the Senior Director
• Recommend improvements to ITSM tool forms and workflows to the Senior Director for prioritization and implementation
• Support and execute the ITIL framework and enterprise support standards established by the Senior Director of IT Service Operations

SLA Monitoring, Metrics & Reporting

• Monitor ticket queues and team performance against defined SLAs; escalate proactively to the Senior Director when ticket aging reaches 50% or 75% of Service Level targets
• Provide regular operational data and reporting to the Senior Director as needed; maintain real-time visibility into service desk performance metrics
• Identify service delivery trends and surface actionable insights to the Senior Director for strategic review

Documentation & Process Adherence

• Ensure development, documentation, and maintenance of procedures, policies, and standards supporting service desk operations, in alignment with enterprise standards set by the Senior Director
• Coordinate with other ITSS staff to facilitate integration, solutions, and improvements

Required Qualifications and Skills

• Strong oral, written, and client-facing communication skills with the ability to communicate effectively with a diverse user base
• Strong problem-solving, troubleshooting, and multi-tasking abilities
• Demonstrated ability to think operationally and tactically, with strong team leadership skills
• Outstanding customer service orientation
• Strong organizational, supervisory, and analytical skills
• Ability to provide training, coaching, and mentoring to staff at various skill levels
• Demonstrated ability to work under pressure and meet tight deadlines
• Must be customer-service driven and able to adapt in a diverse and dynamic environment
• Availability for occasional after-hours support and participation in an on-call rotation
• Experience in education technology or K-12 school environments
• ITIL 4 Foundation certification or higher

Job Requirements

• Progressive related experience of at least five (5) years and graduation from a four-year college or university with a degree in Computer Science, Information Technology, or a related field; or an equivalent combination of related education and experience
• Knowledge of the ITIL Service Management Framework with emphasis on Incident Management and Request Fulfillment processes
• Prior experience managing a service desk or IT support team, including direct supervision of technical staff

Work Environment

Usual office working conditions. This position may require periodic travel to school campuses and corporate office locations.

Physical Demands

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. Travel within or outside of state may be required.

FLSA Overtime Category

Job is exempt from the minimum wage and overtime provisions of the Fair Labor Standards Act.