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Manager I, Desktop Support

1 month ago

Vienna, United States Navy Federal Credit Union Full time

Overview

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.

Responsibilities

  • 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

Qualifications

  • 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

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

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

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 date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

REQNUMBER: 20167