Manager, IT Employee Experience Technology

Pentagon Federal Credit Union-posted 3 months ago

Full-time • Manager

McLean, VA

Credit Intermediation and Related Activities

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Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it's about being a part of the PenFed family. PenFed is hiring a Manager, IT Employee Experience Technology to work onsite at our Tysons, Virginia location. The purpose of the Employee Experience Technologies Manager is to lead a team of technicians responsible for providing exceptional end-user technology support to our employees. This role will also be responsible for developing and maintaining technology standards based on industry best practices, managing a technology roadmap, proposing /developing new solutions based on business strategy and overseeing Employee Experience Technology Projects and work efforts. The manager will serve as a subject matter expert in end user computing technology, manage governance and compliance to the standards and drive focus on delivering excellent customer experience.

Manage a team of technicians responsible for end user computing technology support for the enterprise.
May oversee work performed by contractors both on and offshore.
Manage a number of complex employee experience technology projects.
Establish metrics to measure efficient use of existing systems and resources.
Monitor team performance to ensure service levels and expectations are being met.
Work closely with staff to ensure proper escalation of technology issues.
Monitor ongoing staff performance, identify and communicate opportunities for improvement.
Create and maintain a standards catalog which lists all core end user device platform standards and/or services provided by the engineering team.
Assign personnel to various projects, directs their activities, and evaluate their work and ensure timelines and service levels are met.
Manage development and implementation of technical solutions in the relevant IT technical discipline in support of IT division objectives and PenFed strategy goals.
Promote industry best practices and support IT division standards.
Ensure compliance with IT division technology and security standards, governance processes, and performance metrics to ensure IT delivers value to the enterprise.
Monitor production, outputs, and services to ensure that SLAs, and other IT division quality metrics, are met.
Maintain and controls budget, schedule, and team resources.
Manage vendors and service providers within team function.
Ensure staff has the resources and skills needed to support all work initiatives within the team's assigned function and responsibilities.
Meet regularly with direct reports to ensure high employee engagement.
Meet regularly with the team to gather work statuses and discuss progress and obstacles.
Provides advice, guidance, encouragement and constructive feedback.
Promote culture of high-performance, continuous improvement and commitment to quality and accountability.
Establish measurable individual and team objectives that are aligned with PenFed IT division organizational goals.
Document and present performance assessments.

Bachelor's degree in information systems or business management.
Minimum eight (8) years of work experience directly related to their current position, with three to five (3-5) years of supervisory/Assistant Manager experience.
Strong leadership capability, executing as appropriate in the areas of responsibility.
Strong written and verbal communication skills.
Strong interpersonal skills including mentoring, coaching, collaborating, and team building.
Effective time management, problem solving and multi-tasking skills.
Effective presentation skills.
Strong knowledge of the technologies, methodologies and practices in the relevant IT technical discipline.
Knowledge of the roles, skills and technical knowledge required to achieve goals within the relevant IT technical discipline.
Subject matter expert in end user computing technology.
Strong project management skills.

IT Certifications including ITIL or formal service management training preferred.
Microsoft Certifications by accredited facility preferred.

Robust medical, dental and vision plan options.
Plenty of paid time off.
401k with employer match.
On-site fitness facilities at our larger locations.

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