Manager, IT Client Support I

The UCF IT department within Facilities and Business Operations is seeking a Manager, IT Client Support I to join our team! This role will supervise and direct the day to day activities of technicians by monitoring ticket queues and coordinate configuration, installation and troubleshooting of software and hardware; ensuring a proper distribution of tickets to support staff. The incumbent will oversee resolution of tickets to ensure support staff adhere to proper documentation and follow up, and evaluate and communicate employee performance, per established UCF and UCF IT guidelines. Additionally, they will oversee a dedicated executive operational support team, ensuring localized needs are met while maintaining consistency with enterprise standards., * Supervise and direct the day to day activities of technicians in the designated UCF IT Support Zone. Coordinate configuration, installation and troubleshooting of software and hardware. Monitor ticket queues to ensure a proper distribution of tickets to support staff. Oversee resolution of tickets to ensure support staff adhere to proper documentation and follow up. Oversee dedicated executive operational support team ensuring localized needs are met while maintaining consistency with enterprise standards.

• Per established UCF and UCF IT guidelines, evaluate and communicate employee performance. When necessary work with supervisor to develop improvement plans noting specific goals and time line. Recognize and communicate staff accomplishments and empower employees toward professional and personal growth.
• Ensure that knowledge is built and shared within the organization by creating and overseeing creation of knowledge base articles to document solutions, processes and procedures, per established guidelines.
• Provide input and/or work cycles towards the engineering and design of the client experience on endpoint devices. Assist in resolving any issues that may arise from technicians working in a cross-functional capacity, as well as ensuring proper resource management is being followed by all stakeholders. Oversee and participate in creation, routing and resolution of vulnerability remediation tickets.
• Work directly with vendor escalation services, process vendor support tickets for UCF IT and communicate effectively with UCF IT Infrastructure management and clients.
• Ensure all assigned Objectives & Key Results (OKR) and various metrics are met on annual basis. This includes service level targets on tickets and assignments.
• Follow Standard Operating Procedures within UCF IT to perform Vulnerability Change Management, Request Management, Incident Management, and Problem Management functions within ServiceNow. Meet service level targets to ensure a high level of service delivery.
• Other duties as assigned, which may include a temporary supervisory role for the sub-unit within the department if the supervisor is unavailable (examples: sick or annual leave).

Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience in lieu of degree; oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6)., * 3+ years of experience supervising or leading a technical support team in a higher education or large enterprise setting.

• Strong familiarity with IT service management (ITSM) platforms and processes.
• Knowledge of endpoint management, software deployment, and vulnerability remediation strategies.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• Ability to build and maintain strong client relationships by delivering exceptional customer service and driving continuous improvements in the support experience.
• Demonstrated ability to manage multiple priorities in a dynamic, fast-paced environment.

Special Instructions to the Applicants:

Position requires a valid Class E driver’s license. This position may involve driving to various locations on and off campus to conduct University business.

The anticipated hourly rate for this position is $64.518 to $80,000. The final salary will be determined based on the candidate’s qualifications, experience, and internal equity considerations.

If you are selected as the final candidate for an employment opportunity, both your position and salary will be significantly based upon the information that you have provided in your application for employment. We urge you to please take the time to complete the application in its entirety.

All applicants must be authorized to work for any U.S. employer. Visa sponsorship is not available for this position, and the university cannot accommodate H1B transfers or employment-based visa processing for individuals currently sponsored by another employer.

Are you ready to unleash YOUR potential?

As a next-generation public research university and Forbes-ranked top employer in Florida, we are a community of thinkers, doers, creators, innovators, healers, and leaders striving to create broader prosperity and help shape a better future. No matter what your role is, when you join Knight Nation,you’llplay an integral role at one of the most impactful universities in the country.You’llbe met with opportunities to connect and collaborate with talented faculty, staff, and students across 12colleges and multiple campuses, engaging in impactful work that makes a positive difference. Your time at UCF will provide you with many meaningful opportunities to grow,you’llwork alongside talented colleagues on complex projects that will challenge you and help you gain new skills,andyou’llhave countless rewarding experiences that go well beyond a paycheck.

Working at UCF has itsperks!UCF offers:

• Benefitpackages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program

• Paid time off, including annual and sick time off and paid holidays

• Retirement savings options

• Employee discounts, including tickets to many Orlando attractions

• Educationassistance

• And more…For more benefits information, view the UCF Employee Benefits Guide.

Dive intoourTotal Rewards Calculator to discover the diverseselectionavailable to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

Unless explicitlystatedon the job posting, it is UCF’s expectation that an employee of UCF willresidein Florida as of the date the employment begins.

The Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service.