Manager I, Desktop Support

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.

Responsibilities

Request 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., * 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.

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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