Service Desk Supervisor

Chantilly , Virginia
Aug 28, 2017
Sep 08, 2017
Full Time

The primary purpose of this job is to provide excellent service and support to IT customers who consume a broad range of IT service offerings and mentor the team in doing the same. The supervisor is also responsible to help ensure the team adheres to established incident escalation procedures and that analysts properly perform system access administration functions to protect PenFed data in internal and external systems used by the credit union.


Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

    Provide general oversight and training for Service Desk staff on daily activities. Help ensure staff members adhere to procedures and makes recommendation for improvement. Mentor staff and provide input into performance evaluations. Works with the team to ensure SLOs are met and escalated problems are quickly and properly addressed. Controls access to PenFed data by adhering to established procedures while creating and  administering security access  for numerous PenFed systems utilizing access control software including:
      Active Directory /LDAP open systems access controls Mainframe access controls - RACF & VM/LDAP All application level access controls All external 3rd party systems Authentication software(Two factor authentication) Privileged access management/control systems and password vaults
    Comply with Incident Management, Severity 1 escalation procedures/ reporting practices and policies related to managing access to PenFed systems and resources. Troubleshoot complex IT problems for customer’s on various software applications, hardware systems and provide desktop application support. Record all information associated with incidents, problems and/or requests in the Service Desk ticketing system in an accurate and timely manner. Develop and maintain a high level of familiarity with PenFed systems and services in order to accurately document incidents, provide support, and escalate appropriately. Works closely with business and IT customers to establish procedures for managing PenFed systems access and troubleshoot/resolve system access issues. Ensure Service Desk team documentation is properly maintained Works closely with business and IT customers to establish procedures for managing PenFed systems access and troubleshoot/resolve system access issues.Support internal and external personnel with security, audit, and compliance reviews Requires ability to work “off hours” to implement solutions in order to limit impact/exposure to customers and being “on-call” as assigned
  • Continuous skills and knowledge enhancement in a dynamic technical environment is required
  • Support a culture of continuous improvement This is not intended to be an all-inclusive list of duties

Education and Experience

Equivalent combination of education and experience is considered.

    Bachelor’s degree in a related field is preferred Minimum of five (5) years IT customer service or access provisioning experience preferred Minimum of one (1) year supervisory experience and demonstrated ability to lead other team members to provide high levels of customer service and resolution in a service desk environment is preferred Ability to effectively communicate with customers at various levels in the  the organization required Experience with RACF administration. Experience with mainframe tools such as TSO, ISPF text editor as required for executing and analyzing mainframe access administration processes Basic knowledge of TCP/IP and Lan switches

Supervisory Responsibility

    This position will supervise other employees

Licenses and Certifications

  • ITIL Foundations, V3, Comp TIA Fundamentals, HDI CSR certifications are preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. 



Some travel to various worksites is required.


About Us

Founded in 1935, and still growing, we began as the War Department Federal Credit Union.  Today, PenFed is one of the country’s strongest and most stable financial institutions with over 1.5 million members and over $21 billion in assets.  We serve members in all 50 states and the District of Columbia, as well as on military bases in Guam, Puerto Rico and Okinawa. 

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity

PenFed will maintain and observe personnel policies which will prohibit discrimination or harassment against a person because of race, color, creed, age, sex, gender, religion, national origin, ancestry, genetic information, military or veteran status or obligation, the presence of a physical and/or mental disability and all other statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment.  PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 703-838-1568.

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