Service Desk Supervisor
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:
- 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
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
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
This position will supervise other employees
- ITIL Foundations, V3, Comp TIA Fundamentals, HDI CSR certifications are preferred.
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.