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.
The Manager II – Desktop Support Services is responsible for providing operational leadership across Desktop Support functions, ensuring the delivery of consistent, accurate, and timely technical support while maintaining a first-class end-user experience. This role leads multiple teams supporting enterprise customers through a variety of service channels, including chat, email, walk-up, phone, and ticketing systems within a multi-location, high-volume operational environment. The position is accountable for service performance, workforce management, operational governance, security compliance, customer satisfaction, financial stewardship, and continuous service improvement.
As a Manager II, this role leads managers and experienced professionals and is accountable for the performance and outcomes of multiple related teams. The position partners with senior leadership to define strategic direction, operational objectives, policies, and execution plans that influence departmental performance and broader organizational results.
The Manager II – Desktop Support Services is expected to operate as a strategic operational leader, balancing day-to-day execution with long-term planning. The role drives organizational performance through leadership, governance, innovation, workforce development, risk management, financial stewardship, and continuous improvement while ensuring exceptional service delivery and customer experience across all Desktop Support functions.
Strategic Leadership & Business Planning
- Contribute to the development, execution, and administration of Desktop Support strategy, operational priorities, and organizational goals.
- Establish operational objectives, policies, procedures, and performance standards that align with business and enterprise objectives.
- Develop and implement operational strategies that enhance service quality, operational efficiency, and customer experience.
- Represent Desktop Support in executive briefings, planning sessions, governance reviews, and cross-functional initiatives.
- Bring external perspectives and industry best practices into the organization by remaining current on emerging technologies, automation capabilities, regulatory requirements, and technology service trends.
Service Delivery & Operational Excellence
- Lead operational and business analysis efforts to identify opportunities for improvement and implement action plans that improve service performance and reduce recurring issues.
- Collaborate cross-functionally to address root causes, improve operational processes, and increase service efficiency through automation and self-service capabilities.
- Oversee multiple support functions and teams to ensure the consistent application of service standards, performance expectations, KPIs, and security controls.
- Establish and monitor performance metrics to measure operational effectiveness and customer outcomes.
- Drive continuous improvement initiatives focused on customer satisfaction, operational efficiency, scalability, and service quality.
Leadership & Workforce Management
- Lead, mentor, and develop managers, team leads, and technical professionals to achieve organizational objectives and build future leadership capability.
- Ensure effective workforce planning, capacity management, succession planning, and resource optimization across multiple teams.
- Foster a culture of accountability, teamwork, customer service excellence, and continuous professional development.
- Guide leaders in enhancing decision-making capabilities and operational independence while maintaining alignment with organizational priorities.
- Ensure teams consistently meet or exceed established performance expectations and service commitments.
Governance, Risk & Security
- Participate in Information Security councils, working groups, governance boards, and tiger teams to support enterprise security initiatives.
- Evaluate the Desktop Support threat landscape and recommend enhancements to policies, standards, and procedures to reduce risk and strengthen security posture.
- Serve as a stakeholder within governance bodies such as the Desktop Governance Board (DGB) and Change Advisory Board (CAB) to support effective change management and operational governance.
- Develop and maintain contingency, business continuity, and disaster recovery plans to ensure uninterrupted support operations during outages and major disruptions.
- Ensure compliance with organizational standards, regulatory requirements, policies, and security controls.
Financial & Vendor Management
- Manage operational budgets and ensure adherence to organizational financial controls and standards.
- Oversee resource allocation, staffing investments, project funding, and operational expenditures.
- Establish and maintain effective vendor relationships that support current operations and future business needs.
- Oversee vendor performance and ensure alignment with service expectations and organizational objectives.
Project & Program Leadership
- Oversee departmental and enterprise initiatives involving technology, operational processes, cross-functional teams, and third-party vendors.
- Lead large-scale operational and technology projects that enhance service delivery capabilities, improve user experience, and support business growth.
- Manage resources, timelines, and priorities across multiple workstreams to ensure successful execution of strategic initiatives.
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education, training, and experience
- 10–15 years of relevant experience in Desktop Support, IT Operations, Service Management, Service Desk, Request Management, Incident Management, Desktop Projects, or related technology support functions.
- 5–10 years of leadership or management experience overseeing technical support teams, operational functions, or multiple related teams.
- Proven experience managing and leading multiple teams or functions within a technical support environment.
- Experience leading technical support teams in high-volume, multi-channel environments.
- Proven ability to influence service delivery strategy and develop operational plans.
- Strong expertise in workforce planning, operational process improvement, and vendor management.
- Demonstrated ability to manage resources, budgets, and operational priorities across multiple teams.
- Strong strategic thinking, analytical, and decision-making abilities.
- Excellent communication, problem-solving, conflict resolution, and stakeholder management skills.
Required Certifications:
- ITILv4
- CompTIA A+
- HDI Desktop Support Manager
Desired Qualifications
- PMP
- Microsoft 365 Certified: Fundamentals
- CCNA
- CompTIA Security+
- CompTIA Network+
Additional Information
Hours:
- Monday - Friday, 8:00AM - 4:30PM
Locations:
- 820 Follin Lane, Vienna, VA 22180
- 5510 Heritage Oaks Drive, Pensacola, FL 32526
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
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent)
- 10-15 years relevant experience in Desktop Support, IT Operations, Service Desk, or related functions
- 5-10 years leadership or management experience overseeing technical support teams or multiple related teams
- Proven experience managing multi-team, high-volume, multi-channel technical support environments
- Experience with workforce planning, capacity management, succession planning, and resource optimization
- Experience with operational process improvement, automation, and self-service initiatives
- Experience managing budgets, vendor relationships, and vendor performance
- Strong communication, problem-solving, conflict resolution, and stakeholder management skills
- Participation in security governance, change management (CAB), and development of continuity/disaster recovery plans
- ITILv4 certification
- CompTIA A+ certification
- HDI Desktop Support Manager certification
- PMP
- Microsoft 365 Certified: Fundamentals
- CCNA
- CompTIA Security+
- CompTIA Network+
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
