Manager II, Service Desk Systems & Support (Autonomous Incident Management / DexOps)

Navy Federal•Pensacola, FL

13d•Onsite

About The Position

Manager II, Service Desk Systems & Support (Autonomous Incident Management / DexOps) serves as a critical enabler of the organization’s transition to a Tier 0 operating model by establishing and leading a structured, outcome-driven approach to incident automation. This role provides both strategic and operational leadership to develop, scale, and continuously enhance the Autonomous Incident Management function, ensuring consistent delivery, effective prioritization, and high-quality outcomes across integrated technology workflows. Through strong cross-functional alignment across Service Desk, Engineering, ServiceNow, and DEX platforms, the role translates telemetry insights into prioritized, high-impact automation initiatives that drive measurable improvements in employee experience and enterprise productivity.

Requirements

Bachelor's in Information Systems, Computer Science, Engineering, or related field
Executive-level leadership with ability to drive enterprise transformation
Strong cross-functional influence and stakeholder alignment
Proven leadership ability to build, develop, and lead high-performing professionals focused on delivering autonomous AI capabilities.
Experience building and scaling new operational functions
Strong understanding of operating models (Tier 0, proactive IT, DexOps)
Ability to translate strategy into executable roadmaps and outcomes
Deep understanding of: Incident Management & Service Operations
Automation, self-healing, and AI-driven IT capabilities
ServiceNow, DEX platforms, telemetry, Nexthink and monitoring tools
Experience leveraging telemetry/data to drive decisions
Strong analytical skills to interpret telemetry and performance data
Ability to define KPIs and demonstrate measurable business impact
Focus on productivity, experience improvement, and incident reduction
Expertise in backlog management, prioritization, and delivery governance
Ability to coordinate complex, interdependent workflows
Strong program and operational management discipline
Proven ability to lead large-scale transformation initiatives
Experience shifting organizations from reactive to proactive models
Strong coaching mindset to build capability and drive cultural change
Leading enterprise-scale IT operations
Building new operating models
AI governance and risk management
Digital Employee Experience (DEX)
ServiceNow strategy and automation
Observability and telemetry-driven operations
Managed service governance
Workforce transformation
Product management and roadmap ownership
KPI and value realization management
Executive stakeholder engagement

Nice To Haves

MBA or Master's degree preferred
ITIL 4 Managing Professional
ITIL Strategic Leader

Responsibilities

Orchestrates Tier 0 (DexOps) transformation by establishing and scaling Autonomous Incident Management capabilities.
Owns end-to-end function delivery, driving a structured, outcome-oriented approach across people, process, and technology.
Creates structure, leading professionals to manage various AI agents and functions.
Ensures execution excellence through coordinated delivery, backlog prioritization, and quality across interconnected workflows.
Drives cross-functional alignment across Service Desk, Engineering, ServiceNow, and DEX to deliver high-impact automation.
Leverages 80% of incident management data to scalable, self-healing solutions that improve employee experience and productivity through telemetry-driven insights.
Establishes frameworks to align automation initiatives with enterprise priorities.
Defines and tracks success metrics (e.g., autonomous resolution, productivity gains) to demonstrate measurable business value.
Advances AI-driven operations by evolving L1 capabilities, digital personas, and knowledge integration strategies.
Transitions the organization to a scalable, proactive model, shifting from reactive incident management to a cohesive, metric-driven approach.
Define and execute the orchestration and vision for Autonomous Incident Management aligned to Tier 0 operating model
Establish governance, frameworks, and execution cadence to ensure consistent delivery
Own end-to-end function performance, including backlog, prioritization, and quality
Stand up and mature incident automation and self-healing capabilities
Build structured approaches across people, process, and technology
Drive continuous improvement and scalability of automation solutions
Lead collaboration across Service Desk, Engineering, ServiceNow, and DEX teams
Ensure seamless integration of workflows and shared accountability for outcomes
Serve as the central point for aligning priorities and execution
Translate DEX and service telemetry into prioritized automation use cases
Focus teams on high-impact initiatives that reduce friction and prevent incidents
Enable proactive detection, prevention, and resolution of issues
Ensure coordinated delivery across interconnected workflows
Define and manage success metrics (e.g., autonomous resolution, productivity gains)
Tracking outcomes and communicating measurable business value to leadership
Advance AI-driven operations through L1 evolution, digital personas, and knowledge integration
Enable transition to self-healing, autonomous capabilities at scale
Drive shift from reactive support to predictive and preventative operations