Sr Dir, IT Service Operations

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.

Service Delivery, Performance & Quality Assurance

• 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.

Critical Systems Monitoring & Incident Coordination

• Develop and monitor alerts and incidents from critical infrastructure systems.
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