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. As a Regional IT Operations Manager, you will support Service Desk operations by providing oversight and direction, customer relations, tactical and strategic planning, and research for customers within the designated region. The Regional IT Operations Manager reports to the Manager, Service Desk and has functional authority over local Technicians to accomplish tasks.
How You Will Impact Education
Instruction/Education Responsibilities
- Oversee incident management process for up to 20 sites, 1,000 staff, and 20,000 students.
- Ensure successful deployment of change management procedures within the region.
- Serve as an escalation point for issues of high importance and/or urgency.
- Provide oversight and direction to meet performance standards outlined in SLA.
- Deliver routine reporting on service desk operations, compliance, achievements, customer needs, and potential solutions.
- Provide management with critical decision-making information by analyzing data, forecasting, and development of systems or processes to monitor data and trends.
- Assist school leadership in identifying and onboarding of Technicians.
- Identify potential professional development opportunities for Technicians and customers.
- Act as a technology liaison for schools, clients and vendors.
- Participate, successfully, in the training programs offered to increase the individual's skill and proficiency related to the assignments.
- Review current developments, literature and technical sources of information related to job responsibility.
- Ensure adherence to good safety procedures.
- Follow federal and state laws, as well as company policies.
Required Qualifications and Skills
- Demonstrates enthusiasm and commitment toward the job and the mission of the company; supports company's goals and strategic priorities.
- Works and interacts with staff and relates to individuals at all levels of the organization; relates to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image.
- Demonstrates ability to lead people and get results through others.
- Ability to organize and manage multiple priorities.
- Ability to consistently be at work, to arrive on time, to follow instructions, to respond to management direction and solicit feedback to improve performance.
- Strong customer orientation.
- Establishes excellent interpersonal skills between all constituents: being courteous, professional, and helpful; demonstrates high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy.
- Demonstrates excellent oral (including presentations), written, interpersonal (active listening), skills and ability in negotiating and influencing; great phone etiquette. High performance teams and a strong team player.
- Strong track record for analyzing complex problems/issues, identifying patterns and recommending creative solutions.
- Looks for ways to improve and promote quality and demonstrates accuracy and thoroughness. Strives to research, evaluate and implement best practices.
- Proactive and takes initiative. Thinks creatively. Drives projects to completion. Insists on highest level of quality.
Job Requirements
- Bachelor's Degree from an accredited institution or eight (5) years' experience in the technology field, relevant capacity.
- Familiarity with commonly used applications and procedures used in responsible sites.
- Proficient in Microsoft Office.
- Supervisory experience: experience with functional authority and remote staff preferred.
- Must be able to transport self to various facility sites as required. If using own motor vehicle, must possess a valid driver's license and proof of insurance that meets the minimum standards of the State.
- Commitment to company values.
- Such alternatives to the above requirements as CSUSA may find appropriate and acceptable.
- May perform other duties 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:
- Student-based school working conditions.
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.
- Be able to lift, pull and push materials and equipment to complete assigned job tasks.
- Required to sit for long periods of time.
- Travel across CSUSA network.
- Light work: Exerting up to 30 pounds of force occasionally, and/or up to 15 pounds of force as frequently as needed to move objects.
FLSA Overtime Category
Job is exempt from the overtime provisions of the Fair Labor Standards Act.
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