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

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship. 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. Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.Our approach to careers is simple yet powerful: Make our mission your passion.FORTUNE100 Best Companies to Work For 2025Yello and WayUp Top 100 Internship ProgramsComputerworld Best Places to Work in ITNewsweek Most Loved Workplaces2025 PEOPLE Companies That CareNewsweek Most Trustworthy Companies in AmericaMilitary Times 2025 Best for Vets EmployersBest Companies for Latinos to Work for 2025Forbes 2025 America’s Best Large EmployersForbes 2025 America's Best Employers for New GradsForbes 2025 America's Best Employers for Tech Workers2025 RippleMatch Campus Forward Award Winner for Overall Excellence Military.com Top Military Spouse Employers 2025 2025 Handshake Early Talent AwardFrom Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at View email address on click.appcast.io or by calling View phone number on click.appcast.io. This team cannot provide any information on job postings or application status.Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.Bachelor's in Information Systems, Computer Science, Engineering, or related fieldExecutive-level leadership with ability to drive enterprise transformationStrong cross-functional influence and stakeholder alignmentProven leadership ability to build, develop, and lead high-performing professionals focused on delivering autonomous AI capabilities.Experience building and scaling new operational functionsStrong understanding of operating models (Tier 0, proactive IT, DexOps)Ability to translate strategy into executable roadmaps and outcomes Deep understanding of: Incident Management & Service OperationsAutomation, self-healing, and AI-driven IT capabilitiesServiceNow, DEX platforms, telemetry, Nexthink and monitoring toolsExperience leveraging telemetry/data to drive decisionsStrong analytical skills to interpret telemetry and performance dataAbility to define KPIs and demonstrate measurable business impactFocus on productivity, experience improvement, and incident reductionExpertise in backlog management, prioritization, and delivery governanceAbility to coordinate complex, interdependent workflowsStrong program and operational management disciplineProven ability to lead large-scale transformation initiativesExperience shifting organizations from reactive to proactive modelsStrong coaching mindset to build capability and drive cultural changeLeading enterprise-scale IT operationsBuilding new operating modelsAI governance and risk managementDigital Employee Experience (DEX)ServiceNow strategy and automationObservability and telemetry-driven operationsManaged service governanceWorkforce transformationProduct management and roadmap ownershipKPI and value realization managementExecutive stakeholder engagementDesired QualificationsMBA or Master's degree preferredITIL 4 Managing ProfessionalITIL Strategic Leader Additional InformationHours:Monday - Friday, 8:00AM - 4:30PMLocations: 820 Follin Lane, Vienna, VA 221805510 Heritage Oaks Drive, Pensacola, FL 32526141 Security Dr. Winchester, VA 22602Orchestrates 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. StrategicDefine and execute the orchestration and vision for Autonomous Incident Management aligned to Tier 0 operating modelEstablish governance, frameworks, and execution cadence to ensure consistent deliveryOwn end-to-end function performance, including backlog, prioritization, and qualityCapability Development & ScalingStand up and mature incident automation and self-healing capabilitiesBuild structured approaches across people, process, and technologyDrive continuous improvement and scalability of automation solutionsCross-Functional AlignmentLead collaboration across Service Desk, Engineering, ServiceNow, and DEX teamsEnsure seamless integration of workflows and shared accountability for outcomesServe as the central point for aligning priorities and executionTelemetry-Driven ExecutionTranslate DEX and service telemetry into prioritized automation use casesFocus teams on high-impact initiatives that reduce friction and prevent incidentsEnable proactive detection, prevention, and resolution of issuesEnsure coordinated delivery across interconnected workflowsDefine and manage success metrics (e.g., autonomous resolution, productivity gains)Tracking outcomes and communicating measurable business value to leadershipAI & Future-State EnablementAdvance AI-driven operations through L1 evolution, digital personas, and knowledge integrationEnable transition to self-healing, autonomous capabilities at scaleDrive shift from reactive support to predictive and preventative operationsFull timePosting Date: 2026-07-29