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ISD Support Lead II (Desktop Engineering)

Location: FL Pensacola - GPO Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

To serve as the technical subject matter expert for an assigned area delivering complex operational support to the organization. To ensure objectives are met in operational stability, efficiency, asset management, change control, performance management, metric development, and security and integrity of systems. Ensure compliance with operational policies, procedures and processes. Develop effective relationships and consult with ISD management, engineers and other ISD staff to provide technical expertise, direction and project implementations. Provide operational support input related to application analysis, code review, design, and programming functions. Lead a support team that may/may not be matrixed.


• Provide comprehensive day-to-day operational support
• Oversee and coordinate recovery operations in the event of operational failure
• Recommend, develop, and maintain complete and accurate documentation for supported environments
• Lead and coordinate availability and performance monitoring activities and execution of scheduled maintenance activities
• Provides technical support and troubleshooting
• Perform analysis of applications and enhancements for process improvement or re-engineering
• Coordinate, document and evaluate unit testing for software defects
• Ensure compliance with Navy Federal Credit Union ISD standards and best practices
• Initiate and prioritize multiple activities for assigned Support area for completion of functions
• Perform root cause analysis to quickly identify and resolve recurring technical problems
• Coordinate integration of solutions with existing applications; identify and resolve existing and potential conflicts to ensures compatibility
• Serve on teams and task groups for projects/initiatives within the business unit &/or across the organization
• Perform engineering technology research, procurement, deployment, and configuration for new and modified systems
• Ensure clear, concise and effective communication of material
• Lead, guide and mentor less experienced staff
• Performs other related duties as assigned
Duties As Assigned:
·    Working involvement of all four core services
·    Maintain on-call rotation calendars
·    Lead all and govern Service Transition change management deployments
·    Provide input for all Weekly/Monthly management reports
·    Lead internal project efforts
·    Monitor and maintain all team ticket queues 
·     Other duties as assigned by Desktop Engineering Leadership


• Bachelor’s degree in Information Technology (NF46)or the equivalent combination of education, training, and experience
• Advanced skill troubleshooting and resolving technical problems
• Significant experience in operations performance, reliability, and availability metrics
• Advanced research, analytical, and problem solving skills
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced skill in producing desired results and achieving goals and objectives
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced organizational, planning and time management skills
• Significant experience in working with all levels of staff, management, stakeholders, vendors
• Advanced verbal and written communication skills
• Significant experience in leading, guiding and mentoring others
• Certification: Information Technology Infrastructure Library (ITIL)
Desired – Master’s degree in Information Technology
Desired – banking/financial industry standards and practices
Desired – development or operations framework methodologies, including Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc
Desired – NFCU products, services, programs, policies and procedures
Desired Leadership Skills:
·    Ability to coach and mentor team members
·    Ability to lead vendor engagements and team meetings
·    Highly effective written and communication skills
·    Ability to speak in front of large crowds 
·    Ability to quickly learn new technologies and industry concepts

Hours: Monday-Friday 8:00-4:30 PM CST


Equal 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