Sr. Manager, IT Workforce Technology

Tysons Corner , Virginia
Aug 30, 2017
Sep 01, 2017
IT, Management
Full Time



The primary purpose of this job is to develop strategy and lead the day to day operations of Service Desk, Access Provisioning and Workforce Technologies team. This position will lead a group of IT teams responsible for delivering superior IT services to our internal customers by developing standards, KPIs, and best in class practice associated with large, high-performing organizations. Additionally, this position will require close collaboration with Infrastructure, Application and Security organizations to ensure successful delivery of IT services.


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

    Establish and develop performance standards for Service Desk and Work Force Technologies teams and year over year service improvement goals. Work with other IT groups to define standards, training opportunities and handoff of items that Tier 1 and 2 should take over from Tier 3. Develop and implement desktop policies and standards and manage tech refresh roadmap and schedule. Interact with all levels of internal and/or external leaders. Strategically develop and operationally employ industry best practice for ITIL in areas such Service Desk, CMDB and Asset Management. Manage and mentor geographically dispersed IT teams. Coach them to identify, prioritize and resolve issues; provide regular mentoring to direct reports; create long term and short term goals for the team and monitor progress. Develop professional development roadmaps for employees that foster leadership development – and the technical skills – required to support PenFed’s strategic objectives. Promote professional development of employees through open communication, effective performance reviews and personnel actions. Provide technical leadership and professional guidance to managers and staff to ensure long-term succession and development of the IT division. Lead the Workforce Technology team in providing exceptional service to PenFed IT customers. Mentor the Workforce Technology staff to ensure that all team members are working problems efficiently and accurately in a team-oriented, professional culture. Develop, refine, and document team policies, processes and procedures. Provide effective professional evaluations and development plans. Ensure the team accurately records information in the company’s asset management system. Coordinate activities to ensure company desktops, laptops, tablets, wireless devices and associated hardware are maintained in accordance with company security standards and requirements. Contribute to the development of budget requirements and costs based on current state of the Workforce Technology Technician’s  staffing, expenses, and proposed projects Participate in the planning and project management associated with mergers and acquisitions as well as branch opening and closing activities. Manage periodic rollouts of software updates and hardware upgrades, ensuring PenFed member and employee impact is minimized.
    Research and recommend services, products and education as industry and organizational requirements evolve. Develop KPIs, provide reporting accordingly and respond quickly and appropriately to address concerns highlighted by this information. Ability to work “off hours” to implement solutions in order to limit impact/exposure to customers and being “on-call” as assigned. Develop and nurture strong, trusting relationships with internal leaders to ensure that PenFed services solutions are properly supported and maintained, and that PenFed’s growth is supported by an evolving foundation of operational excellence. Develop and nurture an innovative culture with employees by promoting the application of ideas and technologies to improve service quality and reduce costs. Work closely with business staff from all areas of the company to identify solutions to meet or exceed business requirements and to understand the impact of services to respective business areas. Develop and nurture strong professional relationships outside the credit union; stay current with new technologies and practices; studying other institutions; participate in industry community-groups. 

Education and Experience

Equivalent combination of education and experience is considered.

    Bachelor’s Degree in Information Technology or a related field is preferred. Minimum ten (10) years’ of IT customer service experience required. Minimum five (5) years’ of management or supervisory experience required.

Supervisory Responsibility

This position will directly supervise employees.


Licenses and Certifications

ITIL Foundations, V3, Comp TIA A+, MCSE 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.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*



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.


PenFed is an Equal Opportunity Employer

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.