Description
Who We Are
Charter Schools USA (CSUSA) is one of the largest and highest performing 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. The Senior Director of IT Service Operations provides executive-level strategic and operational leadership for all technology support services across Charter Schools USA and related companies and stakeholders. This position is responsible for setting the vision and direction for general IT support, direct and remote, and providing the ability for other service owners to do so through an effective Service Desk operation and Service Desk platform. Direct oversight includes Director-level reports, field leaders, Service Desk staff, and direct and indirect support staff across all regions.
This senior leadership role encompasses developing organizational strategy for support operations, building and enforcing support policies, defining service standards, and ensuring that all educational and operational staff receive timely, professional, and high-quality technology assistance. Success in this position requires driving innovation in service delivery, establishing repeatable processes, managing enterprise support platforms, and collaborating with executive leadership and business and academic partners to ensure technology readiness, operational efficiency, oversight and accountability, and exceptional customer service.
How You Will Impact Education
Leadership of Multi-Tier Support Operations- Provide executive leadership and strategic oversight to State IT Directors and regional leaders, ensuring consistent service quality across all lines of business and locations, including schools, offices and/or events and places of work.
- Set the vision and establish expectations for quality, accountability, and continuous improvement at all levels of the support organization
- Oversee the Service Desk operation through subordinate leaders, ensuring multichannel support (phone, ticketing, chat, in-person) is delivered efficiently and within defined SLAs.
- Oversee the Corporate Support Center team responsible for deskside and onsite support for HQ staff and visitors, ensuring alignment with enterprise standards.
- Define staffing models, organizational structures, schedules, and escalation paths to address seasonal demands and organizational growth.
- Ensure all customer requests are addressed promptly and that SLAs, response times, and resolution metrics are consistently met or exceeded.
- Define and own KPIs, executive dashboards, and reporting frameworks to monitor service performance across all support tiers and present to senior leadership.
- Monitor service delivery metrics and facilitate resolution of complex support requests requiring coordination across teams.
- Analyze support trends at an enterprise level and provide strategic, actionable insights to system owners, trainers, and executive leadership.
- Keep service owners aware of demand through the Service Desk and help track effectiveness of changes in procedures and initiatives on demand.
- Develop and monitor alerts and incidents from critical infrastructure systems.
- Serve as senior escalation point for system alerts, determining severity, organizational impact, and appropriate routing for resolution.
- Establish and maintain triage procedures, runbooks, and 24/7 coverage model for critical system alerts.
- Coordinate multi-department response for incidents affecting multiple systems or locations.
- Track incident response times and ensure handoffs between departments are documented.
- Provide visibility to leadership on critical incidents and cross-departmental issues.
- Serve as the senior liaison between Service Desk operations, specialized support departments, and executive leadership.
- Establish escalation policies and track departmental SLAs to ensure timely routing, handoffs, and resolution of specialized support requests.
- Establish protocols for proper incident documentation and knowledge transfer across departments during complex, multi-team incidents.
- Facilitate communication during major incidents affecting multiple systems or stakeholders.
- Own the creation, publication, and enforcement of enterprise-wide support policies, including service processes, device standards, escalation protocols, and communication procedures, ensuring executive-level governance and compliance.
- Establish consistent practices across all schools and states.
- Champion and enforce ITIL-aligned best practices and drive a culture of continuous improvement across all teams.
- Own the strategic direction and optimization of the Service Desk platform.
- Ensure an effective and intuitive support portal, knowledge base, and documentation library.
- Facilitate the ability of service owners to effectively and efficiently manage their customer's support through the Service Desk tools, automation, workflows, and reporting.
- Direct development of documentation, workflows, support articles, and troubleshooting resources.
- Partner with academic, educational, and business system owners at the executive level to support major rollouts, organizational changes, and strategic initiatives.
- Serve as the primary IT operations point of contact for school and state leaders, communicating relevant support updates, outages, strategic plans, and reporting.
- Collaborate with all IT areas to ensure alignment.
- Drive strategic evaluation of current processes and design enterprise-level improvements that enhance efficiency, scalability, and support quality.
- Lead and sponsor change management activities affecting field support, including organizational transformation and process redesign.
- Identify opportunities to reduce support demand through feedback loops, training, automation, and improved system design.
- Own annual budgeting, resource planning, and forecasting for the IT Service Operations function, presenting recommendations to executive leadership.
- Develop and establish plans to accommodate surge support, geographical expansion, expansion of services, and needed professional development.
- Represent the company and clients at events, with vendors, and onsite locations professionally and effectively
- Must be able to assign or address critical issues outside standard work hours.
- May perform other duties as assigned.
Required Qualifications and Skills
- Proven track record of executive leadership over multi-site, multi-team technical support operations at scale.
- Deep understanding of K--12 technology environments, educational technology trends, and the unique operational demands of charter school networks.
- Exceptional executive communication skills, including the ability to present to C-suite leadership and board-level stakeholders.
- Strong documentation, reporting, and process-mapping capabilities.
- Ability to manage complex support ecosystems while maintaining a high customer service orientation.
- Strong analytical and strategic thinking skills with the ability to translate data into organizational decisions.
- Ability to operate with a high degree of autonomy, exercising sound executive judgment.
- Expert knowledge of ITIL principles and IT service management frameworks.
Job Requirements
- Bachelor's Degree required; Master's Degree or equivalent preferred.
- 12+ years of progressive leadership experience managing technical support teams, with at least 5 years in a director-level or equivalent role.
- Extensive experience supporting K--12 schools or similarly complex multi-site environments at a strategic and operational level.
- Proven experience leading the strategy, administration, and optimization of enterprise service desk platforms.
- Ability to manage escalations and critical issues outside of regular business hours.
- Travel required; occasional evening or weekend work.
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.
- Travel required to visit schools, state offices, corporate sites, and event spaces.
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.
- No significant physical exertion.
- Light work: up to 20 pounds occasionally, up to 10 pounds frequently.
FLSA Overtime Category
Job is exempt from the minimum wage and overtime provisions of the Fair Labor Standards Act.
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