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Humana

Associate Director, IT Service Desk

Humana

. Drive technical support teams to recover services during service disruptions or outages affecting key technology platforms and applications .

Posted 9/29/2026full-timeUnited StatesSenior💰 $117,600 - $161,700 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading IT operations and service management, with a focus on Digital Workplace strategies, vendor management, and operational improvement. Proven ability to drive AI-enabled support and optimize service delivery while managing hybrid workforce models.

Highest-signal resume keywords
IT Operations ManagementService Desk LeadershipVendor Contract NegotiationDigital Workplace Strategy DevelopmentAI-Enabled Support Implementation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Service ManagementOperational ImprovementPerformance MetricsFinancial ManagementSupport TransformationWorkforce OptimizationAnalytics UtilizationService Delivery ContractsSupport ConsolidationHybrid Workforce Management
Soft Skills
LeadershipInfluencing StakeholdersStrategic Decision-MakingCollaborationContinuous Improvement
Tools & Technologies
ServiceNowNexthinkGenesysAI TechnologiesAutomation Tools
Certifications & Qualifications
ITIL v5 Certification
Industry Keywords
Healthcare Industry ExperienceDigital Workplace ModernizationManaged Service EnvironmentsService Escalation ManagementAffiliate Integration

Tech Stack

Tools & technologies
ServiceNow

About the role

Key responsibilities & impact
  • Drive technical support teams to recover services during service disruptions or outages affecting key technology platforms and applications
  • Lead enterprise L1 support functions, including Service Desk Operations, Service Escalation Management, and affiliate support teams
  • Provide leadership for a hybrid workforce of internal associates and managed service partners
  • Develop and execute strategies to improve support effectiveness, associate experience, service delivery, and costs
  • Drive AI-enabled support, automation, self-service adoption, knowledge management, Digital Workplace modernization, and workforce optimization
  • Identify and execute shift-left opportunities to reduce reliance on higher-cost support tiers
  • Lead integration and consolidation of affiliate and subsidiary support organizations into Humana's enterprise support operating model
  • Provide executive oversight of managed service providers, including vendor performance, service quality, contractual compliance, and business outcomes
  • Lead vendor contract negotiations, renewals, commercial discussions, service expansions, and transition planning
  • Partner with sourcing, procurement, and technology leaders to optimize vendor investments and identify efficiencies and cost savings
  • Oversee service transitions, organizational changes, and support model transformations while minimizing operational disruption
  • Establish operational governance, performance metrics, and continuous improvement programs
  • Leverage analytics and operational insights to inform strategic decisions and prioritize improvements

Requirements

What you’ll need
  • Bachelor's degree or equivalent combination of education and experience
  • 8+ years of experience in IT operations, Digital Workplace, End User Support, Service Management, or related technology disciplines
  • 5+ years of leadership experience managing operational teams, managers, vendors, or outsourced service providers
  • Experience leading enterprise Service Desk, End User Support, Digital Workplace, or support operations organizations
  • Experience managing large-scale vendor relationships and service delivery contracts
  • Experience leading organizational transformation, service modernization, or operational improvement initiatives
  • Ability to influence leaders and stakeholders across complex organizations
  • Strong analytical, financial, and operational management skills
  • Experience utilizing metrics, reporting, and service performance data to drive business outcomes
  • Experience overseeing large managed service environments and hybrid workforce models
  • Experience with AI-enabled support, virtual agents, automation, agent-assist technologies, or modern self-service capabilities
  • Experience leading support consolidations, shared service implementations, mergers, acquisitions, or affiliate integrations
  • Experience negotiating vendor contracts, managing commercial relationships, and leading vendor transitions
  • Experience with ServiceNow, Nexthink, and Genesys platforms
  • ITIL v5 certification or equivalent Service Management experience
  • Experience developing Digital Workplace strategies and support modernization roadmaps
  • Healthcare industry experience
  • Experience leading workforce optimization, support transformation, and cost reduction initiatives

Benefits

Comp & perks
  • Bonus incentive plan based on company and/or individual performance
  • Medical benefits
  • Dental benefits
  • Vision benefits
  • 401(k) retirement savings plan
  • Paid time off
  • Company holidays
  • Personal holidays
  • Paid parental leave
  • Paid caregiver leave
  • Short-term disability
  • Long-term disability
  • Life insurance
  • Personal wellness support
  • Healthcare decision support
  • Equal opportunity and affirmative action employment practices