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 - 4:30PMLocation: 820 Follin Lane, Vienna, VA 22180 | 141 Security Drive Winchester, VA 22602About 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 ServicesEqual 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/DisabilityDisclaimers: 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 positionBank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.REQNUMBER: 20167
Full-time