IT Service Operations Manager

Job Summary

The IT Service Operations Manager oversees the University's centralized IT service operations, including help desk, call center, and client support functions, ensuring the delivery of consistent, high-quality technology support for students, faculty, and staff. This position supervises staff, manages service delivery, monitors operational performance, and oversees service management processes to achieve established service levels and operational objectives. The role exercises independent judgment in directing workflows, managing escalations, implementing process improvements, and ensuring compliance with applicable policies and service standards, while driving effective resolution of IT service issues across the organization.

FGCU is building a culture of curiosity, commitment and collaboration. We value employees who successfully work with others and drive positive change through critical thinking and decisive action. If you thrive in an environment of innovation, accountability and mutual respect, you will find a good home here.

At Florida Gulf Coast University, employees are expected to work on campus as part of a collaborative, mission-driven environment. While this role does not directly interact with students, its on-site presence is essential to supporting the university's operations and advancing student learning across the institution.

Job Description

Typical duties include but are not limited to:

• Provides leadership and supervision to the IT Client Services team, including assigning work, establishing performance expectations, coordinating resources, recruiting staff, supporting employee development, and conducting coaching, performance management, and employee evaluations.
• Oversees daily service operations, including queue management, escalations, quality assurance, workflow compliance, and service-level performance.
• Monitors service metrics, operational trends, and customer feedback to identify opportunities for process improvement, service enhancement, and operational efficiency.
• Administers and maintains service management platforms and communication systems that support service delivery, workflow management, reporting, and operational continuity.
• Leads operational communications and reporting activities, providing stakeholders with regular updates on service performance, customer experience, resource utilization, and operational trends.
• Coordinates incident response, service escalations, and cross-functional problem-resolution efforts with technical teams and campus stakeholders to ensure timely resolution of service disruptions and complex issues.
• Ensures compliance with University policies, service management standards, privacy requirements, identity verification procedures, and applicable regulations.
• Collaborates with ITS leadership, technical teams, and campus stakeholders to support policy implementation, workflow alignment, service improvement initiatives, and the effective delivery of technology services across the University.
• Serves as a subject matter expert in IT service management and client support operations, providing recommendations to ITS leadership and contributing to cross-functional projects and service improvement initiatives.
• Develops and maintains operational documentation, service procedures, knowledge management resources, reporting methodologies, and workflow standards to support service consistency, knowledge transfer, and compliance requirements.

Other Duties:

• May provide after-hours coverage or on-call supervision as needed.
• Coordinates scripted call center communications for emergencies, service disruptions, campus closures, and other operational events.
• Performs other job-related duties as assigned.

Additional Job Description

Required Qualifications:

• This position requires either seven years of full-time experience or, as an alternative, a Bachelor's degree from an accredited institution in computer science, information systems, or a related field and three years of full-time experience directly related to the job functions.
• Supervisory experience leading a team in a metrics driven environment.
• Professional full-time experience in Microsoft 365 tooling and/or M365 tenant administration.
• Experience providing technological support or customer ticketing system.
• Experience working with recent Microsoft Windows/MacOS Platforms, recent versions of Microsoft Office.
• Experience in endpoint management automation infrastructure and process operations using Azure, SCCM, Intune, M365, Jamf-Apple Device Management, MDM or AppsAnywhere.
• Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Preferred Qualifications:

• Master's Degree from an accredited institution in computer science, information systems, or a related field.
• Experience working in higher education.
• Experience with work order tracking systems, such as Zendesk or ServiceNow.
• Azure Fundamentals, Microsoft 365, Microsoft Intune Fundamentals.

Knowledge, Skills & Abilities:

• Proven ability to think strategically and approach challenges with creativity.
• Demonstrated track record of reliability, meeting goals, and holding oneself accountable.
• Strong interpersonal skills and experience working effectively across teams.
• Knowledge of policies, procedures, and regulations pertaining to the position.
• Knowledge of supervisory principles, methods and techniques.
• Strong knowledge of Microsoft Azure, M365 Administration concepts, methodologies, and best practices within the higher education sector.
• Strong knowledge of scripting languages (PowerShell).
• Proficiency in M365 management and administration.
• Knowledge of endpoint security principles, compliance requirements, including but not limited to regulations specific to higher education, such as FERPA.
• Excellent organizational, time management and problem-solving skills.
• Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to effectively manage the work of others by providing guidance and motivation while establishing goals and expectations of accountability.
• Ability to effectively plan and delegate the work of others.
• Ability to effectively manage the work of others by providing information, guidance and motivation.
• Ability to prioritize tasks, manage multiple projects simultaneously, and work under pressure.
• Ability to analyze and solve problems, draw valid conclusions, and/or develop appropriate alternatives where applicable.

Institutional Values & Behavioral Expectation

In this role, the successful candidate will be expected to:

• Seek out new approaches to improve outcomes; remain open for feedback and new ideas.
• Lead with integrity; consistently produce high-quality work; persevere to overcome obstacles to meet deadlines and achieve deliverables.
• Share information and insights thoughtfully; build partnerships across departments; communicate respectfully; support colleagues to achieve common goals.

FGCU is a State University System of Florida member and an Equal Opportunity and Equal Access employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status.