ETS Support Lead I

Overview

To serve as the technical subject matter expert for an assigned area providing operational support to the organization. Ensure department objectives are met in operational stability, efficiency, asset management, change control, performance management, metric development, security, and integrity of systems. Provide operational support input related to application analysis, code review, design, and programming functions. Lead a support team that may or may not be matrixed. Assist in leading basic/routine tasks of narrow scope and limited latitude requiring basic research/review.

Responsibilities

• Provide comprehensive day-to-day operational support
• Demonstrated ability to lead and support warehouse operations, ensuring alignment with IT asset management protocols
• Capable of guiding team members in receiving, inventory, distribution, and disposal services
• Skilled in prioritizing tasks, delegating responsibilities, and maintaining accountability across support functions
• Strong communication and collaboration skills to liaise effectively with internal teams, vendors, and stakeholders
• Commitment to fostering a safe, organized, and efficient work environment
• Ability to confirm receipt of products and IT assets.
• Proficiency in identifying IT assets for tracking purposes.
• Skill in closing purchase orders.
• Competence in scanning IT assets upon receipt from supply/vendor.
• Knowledge of introducing IT equipment to the IT Asset Management system.
• Familiarity with identifying tag numbers, descriptions, model numbers, serial numbers, manufacturers, SKUs, and purchase orders.
• Expertise in providing inventory warehousing services, both onsite and offsite.
• Understanding of space requirements, speed of distribution, security needs, and transport services.
• Ability to manage temporary warehousing of IT assets with usage expected within 90-120 days.
• Skill in coordinating storage requirements for longer duration.
• Capability to perform monthly and/or quarterly inventories.
• Ensuring the integrity of storage facilities and the Asset Management database.
• Advising customers on monthly inventory results and assisting with distribution plans.
• Providing additional inventory counts on request or at a set timely manner.
• Proficiency in providing worldwide delivery services, ranging from dock-to-dock to customized priority delivery events.
• Skill in identifying cost-effective options for on-time delivery/pickup services.
• Discretion in selecting and funding shipping vendors.
• Ability to scan equipment to the receiving entity.
• Ensuring traceability of data-storage equipment to confirm receipt.
• Assisting customers in disposing of obsolete or irreparable equipment.
• Tailoring activities to meet disposal requirements set by industry standards.
• Disabling data-storing equipment by removing data-storing components and/or batteries.
• Maintaining and sharing records of disposal with the IT Asset Management Team.
• Performing onsite shredding of data-storing components when possible.
• Maintaining records of onsite shredding services and providing them to customers.
• Ensuring approval of onsite shredding companies by Security.
• Liaising with vendors and any buyback vendors.
• Maintaining logistics van, golf cart, manual, and electric pallet jacks.
• Perform other duties as assigned

Qualifications

• Familiarity with development and/or operations framework methodologies, including Certified IT Asset Management Professional (CAMP), Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc.
• Familiarity with platform or software as a service (PaaS or SaaS) such as ServiceNow, Atlassian JIRA, Zendesk, Asana, etc
• Exposure to Information Technology operations performance, reliability, and availability metrics
• Exposure to working with all levels of staff, management, stakeholders, vendors
• Exposure to leading, guiding and mentoring others
• Basic research, analytical, and problem-solving skills
• Basic skill troubleshooting and resolving technical problems
• Basic skill presenting findings, conclusions, alternatives and information clearly and concisely
• Basic skill in producing desired results and achieving goals and objectives
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic organizational, planning and time management skills
• Basic skill interacting with staff, management, stakeholders and vendors diplomatically and tactfully
• Basic verbal and written communication skills
• Basic database, word processing, spreadsheet, and presentation software skills
• Proven experience overseeing warehouse operations and collaborating effectively with warehouse team members, with the flexibility to step into any logistical or warehouse role as needed
• Bachelor's degree in Information Technology, or related field, or the equivalent combination of education, training, and experience

Desired Qualifications

• Familiarity with banking/financial industry standards and practices
• Familiarity with NFCU's products, services, programs, policies and procedures
• Bachelor's or relevant degree in Information Technology

Hours: Monday - Friday, 8:00AM - 4:30PM (Occasional after-hours support may be required)

Location: 820 Follin Lane, Vienna, VA 22180 (Full time on-site)

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