Manager, IT Client Support I

College of Engineering and Computer Science:

As Florida's premier engineering and technology university, UCF is among the nation's largest producers of engineering and technology talent. The UCF College of Engineering and Computer Science offers students a world-class education and research opportunities alongside unrivaled partnerships with industry leaders such as L3Harris Corporation, Lockheed Martin, Northrup Grumman, Duke Energy, Siemens, Walt Disney World and NASA. Focused on addressing society's biggest challenges, faculty and alumni are national leaders in energy, aerospace, computer vision, cybersecurity, transportation, health care and the environment, areas of focus that will drive the college's future growth. UCF is the nation's No. 1 provider of talent to the aerospace and defense industries, and the college is home to the national champion student cyber defense team and one of the nation's top computer programming teams.

The Opportunity:

The College of Engineering and Computer Science is seeking a Manager, IT Client Support I for direct supervision of technicians in the College of Engineering and Computer Science IT Department. Responsible for managing day-to-day operations to ensure end user problems are identified, prioritized, researched, resolved, and followed-up on quickly and competently. Responsible for ensuring that deskside Support staff utilize ServiceNow to document and track IT incidents and requests to track activities and performance necessary for reporting on metrics.

Responsibilities:

• Oversees all Service Desk staff and activities and ensures end users are receiving proper support.

• Manages all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking, and coordination of Service Desk functions.

• Provides first-level investigation and diagnosis, resolving those incidents/service requests that they are able to resolve and escalating those that cannot be resolved.

• Fulfills hardware purchases of end user computer equipment and software.

• Maintains accountability of hardware and administration of inventory documentation.

• Maintains Service Desk staff schedule and approves time off for all Service Desk staff.

• Logs all relevant incident/service request details into the Service Desk ticketing system, allocating categorization and priority codes.

• Assists system administrators with desktop hardware and basic software installation, desktop upgrades, patches, and hot fixes.

Minimum 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).

Preferred Qualifications:

• Proven expertise in providing technical support to non-technical end-users within higher education, large corporations, or similarly complex environments.

• 4+ years of experience in help desk or IT support roles, with at least 1 year of experience in a leadership or management position overseeing IT support teams.

• Strong proficiency in networking, troubleshooting, and application support, with the ability to diagnose and resolve a variety of technical issues.

• Experience with user account management, including providing access, login credentials, and troubleshooting for resource software and enterprise applications.

• Advanced knowledge of operating systems including Windows, macOS, and Linux, with a deep understanding of system administration and maintenance practices.

• Proficient in using IT Service Management (ITSM) platforms such as ServiceNow for ticketing, incident management, and reporting.

• Strong skills in multimedia and A/V support, including configuring and troubleshooting audiovisual equipment, video conferencing systems, and classroom technology.

• Ability to effectively manage multiple priorities, deliver solutions in a timely manner, and ensure high levels of user satisfaction.

• Excellent communication skills, with experience in training and mentoring team members and end-users.