Manager, IT Client Support I

UCF IT:

UCF IT is the central information technology organization at the University of Central Florida, providing technology services and support to faculty, staff, and students. Reporting to the Vice President for Information Technology and Chief Information Officer, UCF IT comprises several key departments, including Infrastructure & Operations, Telecommunications, Enterprise Application Development, Information Security, Instructional Resources, and Client Services. UCF IT collaborates with university stakeholders through governance frameworks and advisory committees to ensure alignment with UCF's strategic goals. With a focus on innovation, security, and excellent service delivery, UCF IT supports the university's mission of teaching, learning, research, and community engagement.

The Opportunity:

The UCF IT department within Facilities and Business Operations is seeking to hire an IT Client Support Manager I. This role is responsible for leading the technical support team at our Downtown Orlando campus, managing daily IT operations, resolving service tickets, coordinating hardware/software support, and overseeing vulnerability management processes. The ideal candidate will have strong leadership skills, technical expertise, and a commitment to exceptional customer service.

Responsibilities:

• Supervise and support IT technicians; ensure timely resolution of service tickets and proper documentation.

• Monitor ticket queues and assign tasks to balance workloads and meet service level targets.

• Coordinate installation, configuration, and troubleshooting of hardware and software.

• Lead the vulnerability management process by facilitating training, access, and remediation oversight.

• Evaluate staff performance, provide feedback, and support professional development.

• Promote knowledge sharing by contributing to documentation and internal processes.

• Collaborate with cross-functional teams and vendors to resolve escalated technical issues.

• Track and report on performance metrics per UCF IT standards.

• Follow established ITIL-based procedures, including Incident, Change, Request, and Problem Management.

• Serve as acting supervisor for other units as needed.

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. Click here for more information

Preferred Qualifications:

• 3+ years' 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:

The anticipated salary range for this position is $64,518 to $85,000. The final salary will be determined based on the candidate's qualifications, experience, and internal equity considerations.

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

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.

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'll play an integral role at one of the most impactful universities in the country. You'll be met with opportunities to connect and collaborate with talented faculty, staff, and students across 13 colleges 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'll work alongside talented colleagues on complex projects that will challenge you and help you gain new skills, and you'll have countless rewarding experiences that go well beyond a paycheck.

Working at UCF has its perks! UCF offers:

• Benefit packages, 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

• Education assistance

• Flexible work environment

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

Dive into our Total Rewards Calculator to discover the diverse selection available to you, giving you a glimpse into the benefits that together shape your comprehensive rewards package at UCF.

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.

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As a Florida public university, the University of Central Florida makes all application materials and selection procedures available to the public upon request.

UCF is proud to be a smoke-free campus and an E-Verify employer.

If an accommodation due to a disability is needed to apply for this position, please call 407-823-1336 or email onac@ucf.edu.

For general application or posting questions, please email talent@ucf.edu.