IT Service Desk Team Lead - Service Desk Engineer III

Why Join Apple?

At Apple Federal Credit Union, we’re more than a financial institution; we’re a community-focused organization powered by passionate people. With 24 branches across Northern Virginia and a proud legacy of service, we’re committed to improving the lives of our members and the communities we serve.

We believe our employees are our greatest asset. That’s why we foster a supportive workplace culture that values inclusiveness, innovation and growth. Whether you’re just starting out or advancing your career, you’ll find opportunities for professional development, mentorship and meaningful impact.

• Recognized as a USA Top Workplace (2025) and Top Workplace by The Washington Post (2024)
• Collaborative, welcoming environment with forward-thinking leadership
• Competitive, comprehensive benefits package, including:
  • Medical, dental and vision coverage
  • 401(k) with employer match
  • Paid time off and 11 paid federal holidays
  • Paid volunteer time to give back
  • Tuition reimbursement and ongoing training opportunities
  • Annual TEAM Bonus plan

As a Team Lead – Service Desk Engineer III, you will report directly to the Service Desk Director and will work closely with our Service Desk, Infrastructure, Enterprise Application Support, Software Engineering and Cyber Security engineering teams to provide IT support for our internal members and systems.

This role provides both hands‑on technical support and team leadership. As a Team Lead, you will assist in managing day to day operations of the Service Desk team while serving as a key escalation point for complex technical issues.

• Assist the Service Desk Team Director and Service Desk Manager with team task management, performance feedback, development, and routine performance reviews.
• Manage and prioritize the daily activities of the Service Desk team members.
• Monitor and maintain the Service Desk ticketing queue to ensure all tickets are assigned and meeting SLA requirements.
• Serve as a technical and management escalation point for the Service Desk team.
• Perform Incident Manager responsibilities as part of the incident response process.
• Support the planning and execution of tactical and strategic technical projects, initiatives, and escalations.
• Provide regular updates to teams and management on technical changes, updates, and upgrades.
• Evaluate and improve team processes and procedures to optimize productivity through training, coaching, and operational oversight.
• Ensure that the team remains aligned with organizational goals and objectives.
• Perform weekly audits to ensure exceptional service to internal members.
• Assist with leading meetings, including daily and weekly status updates.
• Provide mentorship to the Service Desk team allowing for a collaborative work environment.
• Promote knowledge sharing and cross‑training to develop a flexible and well‑rounded team.
• Perform other duties as assigned by management

• Manage, document, and resolve IT support requests and incidents using the Service Desk ticketing system from a variety of sources such as alerts, email, internal escalations, and the technical support hotline.
• Work to escalate, and/or resolve requests, incidents, and problems
• Provide routine communication and updates with management, peers, and internal members regarding the status of IT issues and support request tickets
• Assist with RCA (Root Cause analysis) and RFOs (Reason for Outage) investigations to contribute to problem solving and continuous improvement
• Provision, implement, and support of workstations, network connectivity and workstation applications such as Microsoft Office suite, One Drive, Teams, Symitar, Synapsys, Synergy and other line of business applications.
• Provide technical leadership and mentorship to Service Desk team members.
• Proactively identify and analyze incident trends, collaborating with appropriate teams to implement long‑term solutions.
• Assist with the development, documentation, and refinement of policies, procedures, processes and standard operating procedures (SOPs), particularly related to operations, maintenance,…