The Associate Director, Problem, Incident and Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. The Associate Director, Problem, Incident and Event Management requires a solid understanding of how organization capabilities interrelate across department(s).
The Associate Director, IT Service Desk & Digital Workplace Support is accountable for operational performance across enterprise support services, including Service Desk operations, service escalation management, affiliate support integration, vendor governance, workforce planning, and service delivery optimization. This leader directs a hybrid support model consisting of internal associates and managed service providers and is responsible for achieving service quality, customer satisfaction, operational efficiency, and financial objectives.
Key Responsibilities- Lead enterprise L1 support functions, including Service Desk Operations, Service Escalation Management, and affiliate support teams.
- Provide leadership for a hybrid workforce consisting of internal associates and managed service partners supporting enterprise technology services.
- Develop and execute strategies that improve support effectiveness, enhance associate experience, and optimize service delivery costs.
- Drive support transformation initiatives, including AI-enabled support, automation, self-service adoption, knowledge management, Digital Workplace modernization, and workforce optimization.
- Identify and execute shift-left opportunities that reduce reliance on higher-cost support tiers while improving resolution speed and customer outcomes.
- Lead integration and consolidation efforts for affiliate and subsidiary support organizations into Humana's enterprise support operating model.
- Provide executive oversight of managed service providers, ensuring vendor performance, service quality, contractual compliance, and attainment of business outcomes.
- Lead vendor contract negotiations, renewals, commercial discussions, service expansions, and transition planning activities.
- Partner with sourcing, procurement, and technology leaders to optimize vendor investments and identify opportunities for operational efficiencies and cost savings.
- Oversee service transitions, organizational changes, and support model transformations while minimizing disruption to associates and business operations.
- Establish operational governance, performance metrics, and continuous improvement programs that drive accountability and service excellence.
- Leverage analytics and operational insights to inform strategic decisions and prioritize improvement opportunities.
Use your skills to make an impact Required Qualifications- 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.
- Demonstrated 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.
Preferred Qualifications- 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.
Scheduled Weekly Hours40
Pay RangeThe compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$117,600 - $161,700 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of BenefitsHumana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
