Service Desk Agent Lead

Service Desk Agent Lead

Charter Schools USA (CSUSA) is one of the largest and highest performing education management companies in the United States, serving over 82,000 students across more than 150 schools in four states. CSUSA provides an academically rigorous education that equips students for college or career after graduation.

To join a team committed to student greatness, inspiring and motivating young learners while managing daily IT service desk operations. The Lead Agent serves as the primary escalation point for complex issues, mentors team members, and collaborates with other IT departments to drive process improvements and enhance customer satisfaction.

• Oversee and manage service desk incidents and requests, ensuring timely resolution in line with SLAs.
• Serve as the first escalation point for unresolved issues, coordinating with technical teams to troubleshoot complex problems.
• Guide, support, and train service desk agents, ensuring they are proficient with processes and tools.
• Monitor and evaluate service desk interactions for quality assurance, ensuring high standards and user satisfaction.
• Maintain and update documentation, FAQs, and knowledge base articles.
• Identify recurring issues, recommend process improvements, and contribute to incident management workflow development.
• Track key service desk metrics—response times, ticket volumes, resolution rates, user satisfaction—and produce reports for management.
• Conduct training sessions and workshops to keep team members current on technology, troubleshooting techniques, and customer interaction skills.
• Collaborate closely with IT operations, network, and infrastructure teams to resolve issues and keep the team informed of relevant projects.

• In-depth knowledge of operating and troubleshooting Apple, Windows, and Android devices.
• Over 2 years of experience supporting Office 365/Microsoft 365.
• More than 4 years of hands‑on experience in direct technical support roles.
• 4+ years in customer service, with a background in retail and/or IT operations.
• Minimum 3‑5 years of experience in a service desk environment, with at least 1‑2 years in a supervisory or lead role.
• Bachelor's degree in information technology, Computer Science, or a related field (preferred). Equivalent experience trades for candidates.
• Strong technical skills and strong research capabilities.
• Proficient in service desk and ticketing systems.
• ITIL Foundation certification or experience with ITIL‑based processes is a plus.
• Valid driver's license and proof of insurance, with reliable transportation to various facility sites as required.

Usual office working conditions. Travel within or outside of state may be required. Light work, possibly moving objects up to 20 pounds. No physical exertion required. Reasonable accommodations are available for disabilities.

• Seniority level:
  Mid‑Senior
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industry: Primary and Secondary Education

FLSA exemption:
This role is exempt from overtime provisions.