Manager, Information Technology I

University of Central Florida • Orlando, FL

6d

About The Position

Facilities and Business Operations: The Facilities and Business Operations at UCF is dedicated to fostering a conducive educational environment for our faculty, staff, students, and the broader community. We are committed to excellence, providing unparalleled expertise, and maintaining a world-class standard in service. Please visit us at: https://fs.ucf.edu/ or Facebook and Instagram: UCF Facilities The Opportunity: The UCF IT department within Facilities and Business Operations is seeking an IT Manager I to lead student‑facing Information Technology support operations. This role provides operational and people leadership to ensure the delivery of high‑quality, consistent IT services aligned with UCF’s strategic goals. Responsibilities include managing staff and resources, supporting enterprise and third‑party applications used by students, collaborating with campus partners, and leading initiatives that elevate and modernize the student technology experience.

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) .
• Position requires a valid Class E driver’s license.
• All applicants must be authorized to work for any U.S. employer.
• 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.

Nice To Haves

• Demonstrated leadership capability through direct supervision or informal leadership activities such as mentoring, training, and guiding staff in policy‑driven, regulated environments, complemented by strong management skills including work planning, prioritization, performance management, and process adherence.
• Experience developing and maintaining effective partnerships with customers, vendors, and internal stakeholders.
• Experience managing student‑facing or customer‑focused technology support services in a higher-education environment.
• Demonstrated experience overseeing help desk operations, systems administration, program management, or business intelligence functions.
• Proven ability to plan, develop, and execute IT strategies, particularly those that improve or enhance the student or end‑user experience.
• Ability to analyze utilization data and develop recommendations for future technology, space, or resource planning.
• Experience maintaining shared computer lab environments, standardized software images, or centralized software deployment platforms.
• Strong vendor and partnership management skills, including working with vendors, university partners, and external organizations; experience with contract discussions, issue escalation, ongoing relationship management, and identifying strategic and value‑add opportunities.
• Bachelor’s degree or higher in Information Technology, Computer Science, Management Information Systems, or a related field.
• Five (5) or more years of progressively responsible IT experience, including at least two (2) years of supervisory or team‑lead experience.
• Strong knowledge of IT service management (ITSM) frameworks and experience working with Change Management, Incident Management, Request Management, and Problem Management processes.
• Familiarity with enterprise and third-party applications commonly used in higher education.
• -Experience collaborating with cross‑campus partners, committees, or advisory groups.
• Demonstrated ability to meet performance metrics, service level targets, and Objectives & Key Results (OKRs).
• Excellent written and verbal communication skills, including the ability to create knowledge base documentation and provide effective client instruction.

Responsibilities

• Leadership & Management
• Provide leadership, oversight, and mentorship to assigned staff supporting business intelligence, systems administration, program management, and help desk operations.
• Manage team workload and resources, proactively resolving scheduling and staffing conflicts to ensure service continuity.
• Supervise staff through performance evaluations, coaching, mentoring, and ongoing training and professional development.
• Oversee the creation, maintenance, and continuous improvement of knowledge base articles documenting technical solutions, processes, and procedures.
• Strategic & Operational Management
• Plan, develop, and execute IT strategies supporting student‑facing services in alignment with departmental and university goals.
• Ensure the timely and cost-effective delivery of IT solutions and support services while maintaining service quality standards.
• Interpret, implement, and enforce UCF Information Technology policies within student support operations.
• Deliver client education on the effective use of university systems, technologies, and software.
• Adhere to UCF IT and Infrastructure Standard Operating Procedures (SOPs) for Change, Request, Incident, and Problem Management, meeting established service level targets.
• Collaboration & Partnership
• Partner with campus units such as Client Services, the University Writing Center, Student Government Association, Student Success and Well-Being, and UCF Libraries to deliver centralized, cohesive support services.
• Represent UCF IT Client Services on committees, working groups, and stakeholder collaborations.
• Collaborate with vendors to identify opportunities, participate in contract discussions, and resolve service or product issues.
• Student Lab & Technology Experience
• Maintain a campus-wide Student Lab Experience Standard, ensuring consistent system imaging, standardized software delivery, and predictable faculty request cycles.
• Analyze and report on student lab and device utilization to support data-driven decision-making for future technology and space planning.
• Performance & Accountability
• Achieve assigned Objectives and Key Results (OKRs) and meet annual performance metrics, including service level targets for tickets and assignments.
• Perform additional duties as assigned to support departmental and organizational priorities.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees