Manager, IT Client Support I

University of Central Florida • Orlando, FL

3d • Onsite

About The Position

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.

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).

Nice To Haves

• 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.

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.

Benefits

• 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