IT Service Operations Leader — Drive ITIL Excellence

charterschoolsusa; Fort Lauderdale (FL); Hybrid; USD 110,000 - 155,000; Full time

Job summary

Charter Schools USA (CSUSA) is seeking a Senior Manager, IT Service Operations to oversee daily technical operations across corporate locations and the Universal Service Desk. You will champion ITIL practices, align service delivery with business goals, and lead on-site, hybrid, and remote staff to deliver reliable IT support.

The role requires strong leadership, strategic thinking, and excellent customer service, with a focus on process improvement, metrics, and collaboration with senior

Qualifications

• Strong oral and written communication across a diverse user base.
• Excellent problem-solving, troubleshooting, and multi-tasking abilities.
• Ability to lead, mentor, and manage IT service operations teams.
• Experience with ITIL practices and service management.
• Experience in education technology or K-12 environments is a plus.

Responsibilities

• Oversee daily IT service operations and the Universal Service Desk.
• Champion ITIL processes and ensure SLA compliance.
• Coordinate on-site, hybrid, and remote support staff across multiple locations.
• Develop staff, create SOPs, and monitor performance metrics.
• Provide technical consultation and project leadership to stakeholders.

Skills

Communication

Leadership

Customer service

Problem solving

Strategic thinking

Training & mentoring

Education

Bachelor's degree in Computer Science, Information Technology, or related field

ITIL Foundation Certification

Tools

FreshService

Job description

Charter Schools USA (CSUSA) is seeking a Senior Manager, IT Service Operations to oversee daily technical operations across corporate locations and the Universal Service Desk. You will champion ITIL practices, align service delivery with business goals, and lead on-site, hybrid, and remote staff to deliver reliable IT support.

The role requires strong leadership, strategic thinking, and excellent customer service, with a focus on process improvement, metrics, and collaboration with senior