Manager II, Desktop Support

Job Title

Manager II – Desktop Support Services

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…