Manager, IT Client Support I

About the role

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 coordinating configuration, installation, and troubleshooting of software and hardware; ensuring a proper distribution of tickets to support staff.

Responsibilities

• Supervise and direct the day-to-day activities of technicians in the designated UCF IT Support Zone.
• Carefully 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.
• Evaluate and communicate employee performance, per established UCF and UCF IT guidelines.
• Oversee a dedicated executive operational support team ensuring localized needs are met while maintaining consistency with enterprise standards.
• 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 an 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).

Qualifications

• 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; or an equivalent combination of education and experience pursuant to Fla. 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.
• Demonstrated ability to manage multiple priorities in a dynamic, fast-paced environment.