Senior IT Service Operations Lead (ITIL)

ViziRecruiter,LLC.; Fort Lauderdale (FL); Hybrid; USD 110,000 - 140,000; 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 best practices, supervise on-site, hybrid, and remote staff, and drive service performance with strategic initiatives.

The role requires 4–8 years in IT service management, ITIL certification, and experience with FreshService.

Qualifications

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

Responsibilities

• Provide input to strategy, design, and support for IT Service Operations
• Act as liaison between service providers and the broader business community
• Deliver technical consultation, implementation, and project leadership
• Oversee daily operational activities and services provided by the Universal Service Desk
• Manage ITIL processes within ITSS and coordinate with stakeholders
• Develop, train, and mentor staff to ensure standards are met
• Create and maintain Standard Operating Procedures
• Monitor and maintain agent groups in the ticketing system
• Provide data to Senior Leadership as needed
• Ensure resources for staff to perform duties

Skills

Communication skills

Problem solving

Leadership

Customer service

Organizational skills

Mentoring

Multitasking

Strategic thinking

Adaptability

Written & verbal communication

Education

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

Tools

FreshService

ITIL

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 best practices, supervise on-site, hybrid, and remote staff, and drive service performance with strategic initiatives.

The role requires 4–8 years in IT service management, ITIL certification, and experience with FreshService.