Position Details

Type Full-Time

Experience lead

Exp. Years 4 years

Education Bachelor’s degree and 4 years of relevant experience; or High School Diploma (or equivalent) and 8 years of relevant work experience

Category Executive & General Management

About this role

Manager, IT Client Support I leads IT client support operations within UCF’s IT organization, supervising technicians, monitoring ticket queues, and coordinating configuration, installation, and troubleshooting of software and hardware to ensure enterprise standards and client satisfaction.

Key Responsibilities

Supervise day-to-day activities of technicians
Monitor ticket queues and distribute tickets
Coordinate configuration, installation and troubleshooting of software and hardware
Oversee resolution of tickets and ensure proper documentation
Evaluate and communicate employee performance per guidelines

Technical Overview

Role emphasizes ServiceNow ITSM processes, vulnerability remediation, incident/problem/change management, and governance of endpoint device support within an educational environment.

Ideal Candidate

The ideal candidate is an IT client support manager with 4+ years of IT support leadership experience, strong ITSM and ServiceNow knowledge, and a proven ability to drive client experience for endpoint devices within an academic environment.

Must-Have Skills

Bachelor’s degree and 4 years of relevant experienceor High School Diploma and 8 years of relevant work experienceexperience supervising IT techniciansknowledge of ITSM and ServiceNow

Nice-to-Have Skills

ITIL FoundationsServiceNow adminExperience with vulnerability remediation workflows

Required Skills

['leadership''ticket queues''ServiceNow''ITSM''Incident Management''Problem Management''Change Management''Vulnerability remediation''Knowledge base''Endpoint devices''Vendor escalation''OKRs''Client experience']

Hard Skills

ServiceNowITSMVulnerability remediationIncident ManagementProblem ManagementChange ManagementKnowledge baseEndpoint devicesVendor escalation

Soft Skills

leadershipcommunicationinterpersonal skillscustomer service

Industry & Role

Industry Education & Training

Job Function Lead IT client support operations and ensure high-quality end-user support within UCF

Role Subtype IT Support Manager

Tech Domains ServiceNow, ITSM

Keywords for Your Resume

manager it client supportservice-nowincident managementproblem managementchange managementvulnerability remediationknowledge baseendpoint devicesvendor escalationokrsticket queuesleadershipcloudeducationorlandoflit operationsit infrastructureservice deskservice nowEducation

Deal Breakers

Bachelor's degree with 4 years of IT client support experience OR 8 years with High School Diploma, experience supervising a technical support team, familiarity with ServiceNow/ITSM

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