Manager I, Desktop Support

The Manager I manages professionals and/or leaders and is accountable for the performance and results of the team. Decisions are guided by policies, resources and business plan. The Leadership impact is the level of service and the team's ability to meet quality, volume, and timeliness of objectives. Manages the activities of the employee help desk / IT support staff. Ensures all aspects of the IT support function are focused on providing superior, user-friendly, and expert service to employees.

• Provides technical support by responding to, researching, diagnosing, and resolving problems via phone/chat/email to employees in areas of computers/servers/mainframe applications, data/voice network, and corporate systems
• Typically resolving less complex problems immediately, escalating more complex problems to senior level support.
• Maintain problem management database and help desk systems
• Acquiring, installing, and upgrading PC components & software and planning for/responding to service outages
• Plan, direct, and coordinate the internal information technology help desk
• Oversee servicing of a range of equipment from workstations to servers to networks
• Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center
• Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems
• Maintains a troubleshooting tracking log ensuring timely resolution of problems
• Take full ownership of support procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of help desk functions

• Experience in advanced troubleshooting Microsoft Windows 10 and/or Apple Mac operating systems, applications, network connectivity and related configurations
• Experience troubleshooting Windows 10 virtual desktops both persistent and non-persistent
• Experience leading team(s) in exceeding customers support expectations including making adjustments to ensure SLA/SLT are met
• Experience demonstrating advanced skill in communicating with staff and leaders at all levels
• Experience demonstrating advanced skill with process improvements and process mapping
• Experience analyzing and mitigating operating system and application vulnerabilities with Microsoft Windows, Apple Mac and various applications
• Experience managing vendor performance as it relates to contractual obligations
• Bachelor's Degree in Information Technology, Computer Science or other related field, or the equivalent combination of training, education, and experience

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 820 Follin Lane, Vienna, VA 22180 | 141 Security Drive Winchester, VA 22602

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

• Best Companies for Latinos to Work for 2024
• Computerworld® Best Places to Work in IT
• Forbes® 2024 America’s Best Large Employers
• Forbes® 2023 The Best Employers for New Grads
• Fortune Best Workplaces for Millennials™ 2023   
• Fortune Best Workplaces for Women ™ 2023       
• Fortune 100 Best Companies to Work For® 2024
• Military Times 2023 Best for Vets Employers
• Newsweek Most Loved Workplaces 
• Ripplematch Campus Forward Award - Excellence in Early Career Hiring
• Yello and WayUp Top 100 Internship Programs

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Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability

Hybrid Workplace: Navy Federal Credit Union is a hybrid workplace, and details will be discussed during your interview process.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing d