Manager I, Desktop Support

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. 

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 medicalaccommodations@navyfederal.org 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.