IT Service Operations Leader | ITIL & Service Desk

Charter Schools USA; Fort Lauderdale (FL); Hybrid; USD 110,000 - 160,000; Full time

Job summary

Charter Schools USA is seeking a Senior Manager, IT Service Operations to oversee daily technical operations of corporate locations and the Universal Service Desk. You will champion ITIL best practices, manage on-site, hybrid, and remote support staff, and coordinate strategic IT initiatives across CSUSA’s multi-state network.

You will drive service performance, mentor staff, and provide data to Senior Leadership, ensuring policies and SOPs are documented and followed.

Qualifications

• Strong oral, written, and client-facing communication across a wide user base.
• Ability to work under pressure and meet tight deadlines.

Responsibilities

• Provide excellent front-facing customer experience.
• Oversee daily operational activities and services provided by the Universal Service Desk.
• Develop, train, and mentor staff to ensure professionalism and department standards.
• Coordinate with other ITSS staff to facilitate integration, solutions, or improvements.
• Serve as Incident Process Manager, Major Incident Process Manager, Change Management Process Manager.

Skills

Communication

Problem solving

Strategic thinking

Leadership

Customer service

Training & mentoring

Time management

Cross-functional collaboration

Adaptability

Education

Bachelor's degree in Computer Science/Information Technology or related

Tools

FreshService

ITIL framework

Job description

Charter Schools USA is seeking a Senior Manager, IT Service Operations to oversee daily technical operations of corporate locations and the Universal Service Desk. You will champion ITIL best practices, manage on-site, hybrid, and remote support staff, and coordinate strategic IT initiatives across CSUSA’s multi-state network.

You will drive service performance, mentor staff, and provide data to Senior Leadership, ensuring policies and SOPs are documented and followed.