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. 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 Education

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.

In this role, you will:

• 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

Required Qualifications and Skills

• 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

Job Requirements

• 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
• Experience in education technology or K-12 school environments preferred
• Availability for occasional after-hours support and participation in an on-call rotation
• Ability to travel within or outside of state as needed

May perform other duties as assigned.

Work Environment

While 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 Demands

The 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 Category

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