Manager, Information Technology I

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 studentfacing Information Technology support operations. This role provides operational and people leadership to ensure the delivery of highquality, consistent IT services aligned with UCF's strategic goals. Responsibilities include managing staff and resources, supporting enterprise and thirdparty applications used by students, collaborating with campus partners, and leading initiatives that elevate and modernize the student technology experience.

Responsibilities:

The IT Manager I is responsible for key functional areas including Leadership & Management, Strategic & Operational Management, Collaboration & Partnership, Student Lab & Technology Experience, and Performance & Accountability:

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 studentfacing services in alignment with departmental and university goals.

• Ensure the timely and costeffective 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 WellBeing, 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 campuswide 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 datadriven decisionmaking 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.

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, oran equivalent combination of education and experiencepursuant toFla. Stat. 112.219(6).

Preferred Qualifications:

• Demonstrated leadership capability through direct supervision or informal leadership activities such as mentoring, training, and guiding staff in policydriven, 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 studentfacing or customerfocused technology support services in a highereducation 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 enduser 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 valueadd opportunities.

The most successful candidates may possess the following qualities:

• 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 teamlead 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 thirdparty applications commonly used in higher education. -Experience collaborating with crosscampus 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.

Department

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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.