Unleash YOUR Potential With Us
As a next-generation public research institute, we are an inclusive community of thinkers, doers, creators, innovators, healers, and leaders striving to shape the future and solve the world’s most challenging problems. No matter what your role is, when you join Knight Nation, you will play an integral role in pushing us forward to become among the most impactful universities in the country. You’ll be met with opportunities to connect and collaborate with uniquely talented faculty, staff, and students across 13 colleges and multiple campuses and regional locations. That means greater challenges to tackle, more meaningful opportunities to grow, and rewarding experiences that go beyond a paycheck. We’re seeking qualified, motivated individuals who will help UCF fulfill its mission in unleashing the potential of every individual, enriching the human experience through inclusion, discovery, and innovation; and propelling broad-based prosperity for the many communities we serve.
The Opportunity
We are hiring to fill a Manager, IT Client Support I position responsible for direct supervision of 4 -5 technicians in a designated UCF IT Support Zone. The position is accountable for assisting in growing the abilities of the team by empowering professional and personal growth.
Responsibilities:
Responsible for managing day-to-day operations to ensure end-user problems are identified, prioritized, researched, resolved, and followed up on quickly and competently.
Ensuring that deskside support staff utilize a designated ITSM solution, and to document and track IT incidents.
Track activities and performance necessary for reporting on metrics specifically MTTR, and CSATs.
Supervise and direct the day-to-day activities of technicians in the designated UCF IT Support Zone.
Coordinate configuration, installation, and troubleshooting of software and hardware.
Monitor ticket queues to ensure proper distribution of tickets to support staff.
Oversee resolution of tickets to ensure support staff adhere to proper documentation and follow-up.
Evaluate and communicate employee performance, per established UCF and UCF IT guidelines.
Recognize and communicate staff accomplishments and empower employees toward professional and
personal growth.
Ensure that knowledge is built and shared within the organization by creating and overseeing creation of knowledge articles to document solutions, processes, and procedures, per established guidelines.
Assist in resolving any issues that may arise from technicians working in a cross-functional capacity, as
well as ensuring proper resource management is being followed by all stakeholders.
Provide input and work cycles toward the engineering and design of the client experience on
endpoint devices.
Work directly with vendor escalation services, process vendor support tickets for UCF IT, and communicate effectively with UCF IT Infrastructure management and clients.
Meet assigned Objectives & Key Results (OKR) and various metrics on an annual basis. This includes service level targets on tickets and assignments.
Follow Standard Operating Procedures within UCF IT and the Infrastructure department to perform: Change Management, Request Management, Incident Management, and Problem Management functions within ServiceNow.
May fill temporary supervisory role within the department if a supervisor is unavailable.
Assist with IT projects as needed.
UCF IT is considered a mission essential component of UCF’s operational capability, this position may be asked to work during emergency situations including early, late, weekend, holiday hours, and/or university closures such as during a hurricane. A person in this position may be asked to work a flexible schedule that includes non-traditional hours to perform essential job functions that cannot be performed during business hours.
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
Preferred Qualifications:
Familiarity with ServiceNow
Experience with hardware and software troubleshooting
Special Instructions to the Applicants:
Highly qualified candidates can expect a salary range of $75,000 – $82,000.
Are Benefits Important to You?
Working at UCF has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, UCF offers:
Benefits packages, including Medical, Dental, Vision, Life Insurance, Flexible Spending, and Employee Assistance Program
Paid time off, including annual and sick leave 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, go to UCF Employee Benefits Guide (12-14-21)
Who Are We?
Founded in 1963 to fuel the region’s talent pipeline and support the growing U.S. space program, UCF is built to make a better future for our students and society. It’s one of the reasons U.S. News & World Report ranks UCF among the nation’s top 20 most innovative colleges, while Forbes, Kiplinger, and The Princeton Review rank us a best-value university. UCF is one of 14 universities nationwide designated as both a Hispanic-Serving Institution and a Research 1 university. With 13 colleges, including a fully accredited College of Medicine, UCF offers more than 220-degree programs between its main campus, downtown campus, hospitality campus, academic health sciences campus, and 11 UCF Connect centers located throughout the region. In addition, UCF extends its reach to communities in and beyond Central Florida by offering complete, online programs leading to bachelor’s degrees, master’s degrees, Ph.D.’s., certificates, and more.
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.
Department
UCF IT
Work Schedule
Monday – Friday; 8:00AM – 5:00PM
Type of Appointment
Regular
Expected Salary
Negotiable
Job Posting End Date
07-20-2023-12-00-AM
Equal Employment Opportunity Statement:
As an equal opportunity/affirmative action employer, UCF encourages all qualified applicants to apply, including women, veterans, individuals with disabilities, and members of traditionally underrepresented populations. UCF’s Equal Opportunity Statement can be viewed at http://www.oie.ucf.edu/documents/PresidentsStatement.pdf.
As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request.
The University of Central Florida is proud to be a smoke-free campus and an E-Verify employer.
As an equal opportunity/affirmative action employer, UCF encourages all qualified applicants to apply, including women, veterans, individuals with disabilities, and members of traditionally underrepresented populations. UCF’s Equal Opportunity Statement can be viewed at: http://eeo.ucf.edu/documents/PresidentsStatement.pdf. As a Florida public university, UCF makes all application materials and selection procedures available to the public upon request.
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