Manager II, Desktop Support

Navy Federal Credit Union

Manager II overseeing Desktop Support functions at Navy Federal Credit Union. Responsible for service performance and operational governance while ensuring exceptional customer experience.

Posted 7/7/2026full-timeVienna • Virginia • 🇺🇸 United StatesSeniorLead💰 $128,300 - $187,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Desktop Support and IT Operations, with a strong focus on service management, operational governance, and customer satisfaction. Proven leadership in managing technical support teams and driving continuous service improvement in high-volume environments.

Highest-signal resume keywords

Desktop Support ManagementIT Operations LeadershipService Management ExpertiseWorkforce PlanningITILv4 Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementRequest ManagementOperational Process ImprovementVendor ManagementBudget Management

Soft Skills

Strategic ThinkingAnalytical SkillsDecision-MakingCommunication SkillsProblem-Solving

Tools & Technologies

Microsoft 365Ticketing SystemsService Desk Software

Certifications & Qualifications

ITILv4CompTIA A+HDI Desktop Support ManagerPMPCompTIA Security+

Industry Keywords

Customer SatisfactionOperational GovernanceTechnical Support EnvironmentMulti-Channel Support

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Provide operational leadership across Desktop Support functions
Ensure consistent, accurate, and timely technical support while maintaining a first-class end-user experience
Lead multiple teams supporting enterprise customers through a variety of service channels, including chat, email, walk-up, phone, and ticketing systems
Accountable for service performance, workforce management, operational governance, security compliance, customer satisfaction, financial stewardship, and continuous service improvement
Partner with senior leadership to define strategic direction and operational objectives

Requirements

What you’ll need

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+

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks
Health insurance
401(k) matching
Professional development opportunities
Paid time off