The 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. 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. Strategic • 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 Capability Development & Scaling • 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 • Cross-Functional Alignment • 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 Telemetry-Driven 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 AI & Future-State Enablement • 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 Skills & Capabilities Qualifications • 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 Desired Qualifications • MBA or Master's degree preferred • ITIL 4 Managing Professional • ITIL Strategic Leader Additional Information Hours: • Monday - Friday, 8:00AM - 4:30PM Locations: • 820 Follin Lane, Vienna, VA 22180 • 5510 Heritage Oaks Drive, Pensacola, FL 32526 • 141 Security Dr. Winchester, VA 22602