Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.
Oversee daily operations for the Desktop Request Management team by providing consistent, accurate, and timely fulfillment services and ensuring a first-class end-user experience. Lead a complex team responsible for direct end-user support and fulfillment through various channels (Microsoft Teams chat, email, ticketing system) for a multi-location environment. Accountable for performance results and standards, including consistent service delivery across teams and location sites, resourcing standards, application of individual performance standards, KPIs, and asset security. Assist senior management in developing and executing strategic plans aligned with branch and organizational objectives and goals.
The Manager oversees individual contributors and is responsible for driving team performance and achieving operational results. Decisions are guided by policies, resources, and business plans. Develop, manage, and guide execution of operational initiatives to achieve tactical objectives.
Leads and oversees Desktop Request Management supporting employee technology services, hardware fulfillment, lifecycle support, logistics coordination, asset returns, warranty processing, inventory management, and ServiceNow-based fulfillment workflows. Ensures all aspects of technology request fulfillment, operational support, and customer engagement are focused on providing efficient, user-friendly, and expert service to employees while maintaining compliance with organizational standards and service level commitments.
ResponsibilitiesRequest Management & Fulfillment Operations
- Plan, direct, and coordinate enterprise technology request fulfillment operations, including equipment provisioning, deployment, shipping, returns processing, and asset recovery activities.
- Oversee IT Asset Return (ITAR) programs, equipment recovery efforts, scanning, device sanitization activities, and disposal processing in accordance with asset management and governance requirements.
- Manage operational workflows supporting hardware lifecycle activities from request through fulfillment, return, recovery, and disposition.
- Take full ownership of support procedures related to identification, prioritization, and resolution of incidents and requests, including the monitoring, tracking, and coordination of Request Management functions.
- Maintain problem management databases, ticketing systems, and help desk platforms supporting fulfillment and operational activities.
Asset & Inventory Management
- Lead inventory management, stockroom operations, equipment distribution, shipping, warranty coordination, and vendor return processes.
- Ensure inventory accuracy, asset accountability, and operational readiness through effective tracking, auditing, and reporting practices.
- Coordinate with procurement, logistics, vendor management, and asset management teams to support lifecycle planning and operational execution.
- Oversee acquiring, installing, and upgrading PC components and software, and plan for and respond to service outages impacting fulfillment operations.
Technical Support & Service Delivery
- Manage the activities of the employee help desk / IT support staff supporting Request Management operations.
- Provide oversight of technical support 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.
- Ensure timely resolution of less complex problems and appropriate escalation of more complex problems to senior level support.
- Oversee servicing a range of equipment from workstations to servers to peripherals and mobile devices.
- Ensure staff answer questions regarding system procedures, online transactions, systems status, and downtime procedures.
- Collaborate with network services, software systems engineering, and/or application development to restore service and/or identify problems.
- Maintain troubleshooting tracking logs ensuring timely resolution of problems and adherence to SLA/SLT.
Operational Leadershi
- Lead teams responsible for high-volume request fulfillment, break/fix support coordination, asset logistics, hardware deployment, and customer support activities.
- Establish workforce planning, resource allocation, and operational priorities to meet changing business demands.
- Partner with Desktop Engineering, IT Asset Management, Cybersecurity, Vendor Management, Facilities, and other technology teams to resolve operational challenges and support organizational objectives.
- Monitor operational metrics, service levels, backlog health, throughput, and customer satisfaction measures to drive performance improvements.
Compliance & Governance
- Ensure compliance with asset management, security, disposal, retention, and data protection requirements.
- Maintain operational procedures, knowledge articles, governance controls, and audit documentation supporting Request Management functions.
- 5-7 years of experience in a professional role, with at least 3-5 years in a leadership or supervisory capacity.
- Experience in advanced troubleshooting Microsoft Windows 11 and/or Apple Mac operating systems, applications, network connectivity, and related configurations.
- Experience troubleshooting Windows 11 virtual desktops (both persistent and non-persistent), Windows IoT, DaaS, and Cloud PC environments.
- Experience leading team(s) in exceeding customer support expectations including making adjustments to ensure SLA/SLT are met.
- Experience managing customer-facing technical support and fulfillment teams.
- 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.
- Experience managing technology fulfillment, logistics, inventory, asset lifecycle management, shipping, returns processing, and customer service operations.
- Experience managing hardware asset recovery, device disposition, warranty processes, and inventory governance programs.
- Experience utilizing operational metrics, dashboards, and reporting to drive service improvements and workforce planning.
- Knowledge of SLA/SLT management and process improvement methods.
- Ability to analyze performance data and recommend corrective actions.
- Strong leadership and interpersonal skills.
- Ability to manage multiple priorities and meet deadlines.
- Clear communication skills, both written and verbal, across technical and non-technical audiences and at all levels of the organization.
- Bachelor’s Degree in Information Technology, Computer Science, or other related field, or the equivalent combination of training, education, and experience.
Desired Qualifications
- Experience utilizing ServiceNow for request fulfillment, workflow management, catalog management, reporting, and operational process optimization.
- Experience leading process improvement initiatives, workflow redesign efforts, and service delivery transformation projects.
- Experience identifying, documenting, and implementing automation opportunities that improve operational efficiency and customer experience.
- Experience with process mapping, business process analysis, Lean, Agile, continuous improvement, or similar methodologies.
- Experience developing operational metrics, dashboards, KPIs, and performance reporting to support data-driven decision making.
- Experience partnering with technology engineering, platform administration, asset management, and business stakeholders to implement service improvements.
- Experience demonstrating advanced skill with process improvements and process mapping.
Additional Information
Hours:
- Monday - Friday, 8:00AM - 4:30PM
Location:
- 820 Follin Lane, Vienna, VA 22180
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.
Our approach to careers is simple yet powerful: Make our mission your passion.
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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [email protected] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.
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. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Skills Required
- 5-7 years professional experience with at least 3-5 years in a leadership or supervisory capacity.
- Experience in advanced troubleshooting of Microsoft Windows 11 (including virtual desktops) and Apple Mac operating systems and applications.
- Experience troubleshooting Windows 11 virtual desktops (persistent and non-persistent), Windows IoT, DaaS, and Cloud PC environments.
- Experience leading teams to meet or exceed customer support SLAs/SLTs and managing customer-facing technical support and fulfillment teams.
- Experience managing technology fulfillment, logistics, inventory, asset lifecycle management, shipping, returns processing, and warranty coordination.
- Experience managing hardware asset recovery, device disposition, warranty processes, and inventory governance programs.
- Experience analyzing and mitigating operating system and application vulnerabilities for Windows and macOS.
- Experience managing vendor performance against contractual obligations.
- Experience utilizing operational metrics, dashboards, and reporting to drive service improvements and workforce planning.
- Knowledge of SLA/SLT management and process improvement methods; ability to analyze performance data and recommend corrective actions.
- Strong leadership, interpersonal, multi-priority management, and clear written and verbal communication skills.
- Bachelor's Degree in Information Technology, Computer Science, or related field, or equivalent combination of training, education, and experience.
- Experience with ServiceNow for request fulfillment, workflow and catalog management, and reporting.
- Experience leading process improvement, workflow redesign, Lean/Agile or continuous improvement initiatives and process mapping.
- Experience identifying and implementing automation opportunities to improve operational efficiency and customer experience.
Navy Federal Credit Union Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Navy Federal Credit Union and has not been reviewed or approved by Navy Federal Credit Union.
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Retirement Support — A pension alongside a strong 401(k) match and additional retirement programs makes long‑term value a standout element of the total package. This combination is positioned as a differentiator among private employers.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is complemented by on‑site health services at major campuses. Wellness resources and typical offerings like an EAP broaden the health support available.
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Parental & Family Support — Paid parental leave, plus adoption and surrogacy assistance, indicate meaningful support for growing families. Education assistance further extends family and life‑stage support.
Navy Federal Credit Union Insights
What We Do
Navy Federal Credit Union is the world's largest credit union with over 12 million members, over $160 billion in assets and over 22,000 employees. As a credit union, we have members, not customers. At our campuses in Vienna, VA, Pensacola, FL and Winchester, VA, and in our more than 350 branches, we serve the men and women of the Armed Forces, Department of Defense, veterans and their families. We deliver world-class service, rooted in the belief that it is an honor and privilege to serve our members. We are committed to providing our members outstanding financial products and services. Navy Federal offers a career, not just a job. We are proud of the robust Total Rewards package we offer to our employees, including competitive salaries, incentive programs, comprehensive medical, dental and vision benefits, retirement plans with employer match, award-winning training programs, professional development programs, tuition assistance, paid leave, and work/life programs. Federally insured by NCUA. Equal opportunity employer. Android™ is a trademark of Google, Inc. iPhone® is a registered trademark of Apple, Inc. iPad® is a registered trademark of Apple, Inc. App Store(SM) is a service mark of Apple, Inc. Message and data rates may apply. FORTUNE and 100 Best Companies to Work For are registered trademarks of Time Inc., and are used under license. FORTUNE and Time Inc., are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union. For more info, visit navyfederal.org
