Pittsburgh, Pennsylvania

The Computing Facilities team is part of the School of Computer Science at Carnegie Mellon University. We are currently seeking an PC Engineering Manager to join our team!

The PC Engineering Manager supervises their team’s day-to-day efforts and sets priorities and timelines for customer requests and projects.  The manager is responsible for coordinating with faculty and researchers to establish strategic IT priorities, technological needs, and specific implementation goals for the School of Computer Science and to ensure that the PC Engineering team is positioned to meet the specialized computing requirements of the School.

Your core responsibilities will include:

  • Manage day to day operations of the PC Engineering team by leading regular team meetings and one-on-ones, coordinating PTO schedules and maintaining coverage schedules to support flexible work assignments.
  • Maintain consistent service delivery standards by tracking ticket status, response times, and volume.  Assist with prioritization and escalation.  Establish achievable service standards based on call volume and other constraints.
  • Engage in regular mentoring and performance measurement practices so that PC Engineering staff have a clear understanding of priorities, expectations, and goals.  Conduct annual performance reviews using data from these ongoing processes.
  • Coordinate and collaborate with other teams within SCS Computing Facilities, at the University level, and with external partners.  Share insights and knowledge with the SCSCF management team to establish strategic policies and directions.
  • Lead and coordinate projects involving the PC Engineering team including platform/OS lifecycle support and the annual hardware procurement/deployment process for new graduate students.  Identify and propose new projects/efforts which will improve the computing experience across SCS.
  • Provide technical support, coverage, and escalations for members of the PC Engineering team.  Participate in technical decision making and process design to establish consistent and effective practices across the team.
  • Complete administrative tasks to manage payroll, time off, vendor invoice approvals, internal billing, asset management, and reporting related to the business operations of the PC Engineering team.
  • Experience leading a team that administers macOS and Windows endpoints with a moderate understanding of SCCM and JAMF (or equivalent) management systems for Windows and macOS.

Flexibility, excellence, and passion are vital qualities within the School of Computer Science.  Inclusion, collaboration and cultural sensitivity are valued competencies at CMU. Therefore, we are in search of a team member who is able to effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.

 You should demonstrate:

  • Knowledge – Know your way around hardware, software applications, operating systems and network connectivity for desktops and servers.
  • Responsible – Complete assignments in a thorough, accurate, and timely manner that achieves expected outcomes; exhibits concern for the goals and needs of the department and others that depend on services or work products; handles multiple responsibilities in an effective manner; uses work time productively.
  • Customer Focus – Dedicated to meeting the expectations and requirements of internal and external customers; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect; goes above and beyond to anticipate customer needs and respond accordingly.
  • Problem solving – Identifies and analyzes problems; formulates alternative solutions; takes or recommends appropriate actions; follows up to ensure problems are resolved.
  • Collaboration & Teamwork – Uses diplomacy and tact to maintain harmonious and effective work relationships with co-workers and constituents; adapts to changing priorities and demands; shares information and resources with others to promote positive and collaborative work relationships; supports diversity initiatives by demonstrating respect for all individuals.
  • Communication – Able to effectively communicate and to influence others in order to meet organizational goals; shares information openly; relates well to all kinds of people; is able to speak well and write effectively.

Qualifications:

  • Bachelor’s Degree or comparable experience 
  • Technical team management – minimum 5 people – 3+ years
  • Demonstrable project management experience (small – mid size projects)
  • Technical support or systems administration (8+ years)
  • Customer requirements gathering

Requirements:

  • Successful Background Check

Are you interested in this exciting opportunity?! Apply today!

CMU’s COVID-19 Vaccination Requirements: As a condition of employment, Carnegie Mellon University requires all staff and faculty working in the United States to be fully vaccinated, including a booster when eligible, against COVID-19. Prior to commencement of employment, new hires in the United States must provide proof of vaccination or obtain an approved exemption. (Exemptions may be requested for medical reasons or for religious or strong moral or ethical conviction.) Those granted an exemption must comply with all applicable COVID-19 mitigation requirements. The most up-to-date information on CMU's COVID-19 mitigation requirements can be found here: Minimum Requirements to Return to Campus.

Location

Pittsburgh, PA

Job Function

IT Management

Position Type

Staff – Regular

Full Time/Part time

Full time

Pay Basis

Salary

More Information: 

  • Please visit “Why Carnegie Mellon” to learn more about becoming part of an institution inspiring innovations that change the world. 

  • Click here to view a listing of employee benefits

  • Carnegie Mellon University is an Equal Opportunity Employer/Disability/Veteran

  • Statement of Assurance

Pittsburgh, Pennsylvania

Carnegie Mellon University founder Andrew Carnegie said: "My heart is in the work." No statement better captures the passion and drive of our people to make a real difference. At Carnegie Mellon, we're not afraid of the work. Our educational environment creates problem solvers, drivers of innovation and pioneers in technology and the arts. Employers in every field say our graduates are ready to hit the ground running the day they graduate. So, join us. Whether you're looking for a career or an education. Or both.

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