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. ***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. ### 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.…