Manager, IT Client Support I

About the role

The College of Engineering and Computer Science (CECS) is seeking a Manager, IT Client Support I for direct supervision of technicians in the CECS 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 desk-side support staff utilizes ServiceNow to document and track IT incidents and requests in order to monitor activities and performance necessary for reporting on metrics.

Responsibilities

• Oversees all Service Desk staff and activities, ensuring end users receive timely and appropriate support.
• Manages procedures related to the identification, prioritization, and resolution of incidents, including monitoring, tracking, and coordination of Service Desk functions.
• Provides first-level triage of incidents and service requests, resolving issues within scope and escalating complex or unresolved matters to appropriate technical staff.
• Coordinates and manages the procurement of end-user computer hardware and software.
• Maintains hardware accountability and oversees the administration of inventory documentation.
• Manages Service Desk staff scheduling and time-off approvals.
• 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 software installation, upgrades, patches, and hot fixes.

Requirements

• 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) .
• 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.
• Special Instructions to the Applicants:
• The anticipated salary range for this position is $64,518.00- $72,583.00. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.
• 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 H‑1B transfers or employment-based visa processing for individuals currently sponsored by another employer.
• Are you ready to unleash YOUR potential?

Benefits

Additional Information

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, 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.

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