Manager, Enterprise Infrastructure

The Opportunity: 

UCF IT’s Enterprise & Infrastructure Services division is seeking a dynamic Manager, Enterprise Infrastructure to lead the technical and operational strategy for enterprise telephony and Microsoft 365 collaboration services. This role is responsible for overseeing the design, implementation, and management of collaboration tools that support university-wide communication and productivity. The manager will provide strategic guidance, evaluate emerging technologies, and recommend process improvements to enhance service delivery. Key responsibilities include supervising and developing team members, managing budgets, and ensuring compliance with organizational standards.

Responsibilities: 

• Oversee the enterprise telephony and Microsoft 365 collaborations services team, handling all aspects of staff management, including interviewing, hiring, supervising, and evaluating team performance. Ensure adherence to operational and information security standards, while promoting a culture of cross-training and proper documentation among team members.

• Prepare comprehensive development plans and budget allocations for team members to ensure their skills remain current with industry standards. Foster a continuous learning environment through structured training programs and professional development opportunities.

• Spearhead the adoption of new technologies and solutions, meticulously documenting all upgrades and modifications. Collaborate with team members and management to optimize system uptime and performance, conducting regular evaluations of existing services and standards.

• Collaborate with vendors and service providers to resolve issues, managing infrastructure and software licensing procurement effectively. Oversee quality assurance reviews for all enterprise telephony and collaboration services deployments, ensuring that team procedures are documented and aligned with organizational standards.

• Monitor the ticketing system to manage new and existing customer tickets, ensuring prompt and effective responses from the team. Provide strategic input on new policies and standards within operational units, along with regular reports to superiors regarding team performance and operational metrics.

• Provide guidance and assistance to team and act as an escalation point on complex technical issues.

• Perform other management duties as assigned by the organization to support UCF IT.

Minimum Qualifications: 

Bachelor’s degree and 6 years of relevant experience; or High School Diploma (or equivalent) and 10 years of relevant experience or an equivalent combination of education and experience pursuant to Fla. Stat. 112.219(6).

Preferred Qualifications: 

• 5+ years of leadership experience in IT infrastructure, enterprise collaboration, or unified communications.

• Advanced knowledge of Microsoft 365, including Teams, SharePoint Online, and Exchange Online.

• Experience with enterprise telephony and VoIP solutions, including Teams Phone and SIP-based systems.

• Demonstrated ability to manage and develop technical teams, including budgeting, training, and performance management.

• Experience operating within security, compliance, and operational standards in a large enterprise environment.

• Master’s degree in Information Technology, Computer Science, or related field.

• Microsoft Certified: Enterprise Administrator Expert or similar Microsoft 365 certification preferred. 

Unless explicitly stated on the job posting, it is UCF’s expectation that an employee of UCF will reside in Florida as of the date the employment begins.