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

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.