The PC Engineering manager supervises our client's 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.
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.
Bachelor’s Degree or comparable experience
Technical team management – minimum 5 people – 3+ years
Technical support or systems administration (8+ years)
Customer requirements gathering
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.
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