The Lead, Technology Solutions provides a reliable, seamless technology experience for Humana's senior leaders, including the C-suite and SVPs, and their staff.
In this role, you will maintain, repair and troubleshoot desktop hardware, software, conferencing systems and mobile devices. The goal is to keep leaders productive and focused on their most important work without technology distractions. You will handle issues of varied scope and complexity, from moderate to substantial.
This position requires Monday 6Friday onsite presence at our Arlington, VA (Rosslyn) office.
This role requires a minimum of 25% travel, which may sometimes come on short notice.
The Lead, Technology Solutions researches and resolves technical issues of moderate complexity, taking end-to-end ownership and engaging technology experts and leaders as needed. Collaborates effectively with senior leaders and stakeholders, provides a high level of customer service, and establishes clear, standardized processes and procedures that promote a consistent technology support experience.
The role owns the technology experience in the Arlington, VA office and partners with product and engineering teams to shape standards and solutions. It also supports onsite business operations, along with the critical onsite/offsite meetings and events.
Responsibilities Include
- Deliver white-glove technology support to senior executives and their staff. Provide professional technology support to senior leaders and their teams, addressing technical needs efficiently and helping ensure a consistent user experience.
- Own the end-to-end executive technology experience. Take full responsibility for issues from first report to resolution, and escalate to technology experts and leaders when needed.
- Proactively identify and address potential issues before they affect executives. Partner with product and engineering teams on standards, solutions and continuous improvement.
- Plan, set up and support critical executive meetings, strategy sessions and events, both onsite and offsite, so that all technology runs smoothly from start to finish.
- Maintain and optimize technology in the Arlington, VA (Rosslyn) office, including conference rooms, network infrastructure, digital signage and shared equipment.
- Provide hands-on break/fix support for desktops, laptops, mobile devices and conferencing systems. Research and resolve escalated issues of moderate to high complexity.
- Support executives' home networks and personal technology setups so they have a secure, reliable experience wherever they work.
- Collaborate effectively with senior leaders, stakeholders, and technology teams to resolve issues and support business needs.
- Make informed decisions based on available information, manage responsibilities, and adjust priorities to support business and customer needs.
- Document and track issues with the right systems and tools. Help shape team processes and contribute to department strategy and technical decisions.
Use your skills to make an impact
Required Qualifications
- Must live within commuting distance of the Arlington, VA (Rosslyn) office and be onsite Monday through Friday.
- Must be able to travel at least 25% of the time, sometimes on short notice.
- 8 or more years of technical support experience.
- 2 or more years of project leadership experience.
- 2 or more years in a lead or supervisory role in desktop or end-user support.
- Experience delivering customer-focused technology support to senior leaders and their teams while communicating effectively and managing sensitive situations appropriately.
- Proven ability to research and resolve escalated technical issues of moderate to high complexity across desktops, laptops, mobile devices and conferencing systems.
- Experience planning, setting up and supporting high-stakes meetings, strategy sessions and events, both onsite and offsite.
- Experience troubleshooting home networks and personal technology setups for remote or hybrid users.
- Experience identifying, troubleshooting, and resolving potential technology issues to help minimize disruptions and maintain a reliable user experience.
- Can explain technical topics in plain language, collaborate with stakeholders, and support positive customer experiences.
- Experience documenting, tracking and monitoring issues using ITSM systems and tools.
- Understanding of department, segment and organizational strategy, and how it connects to related areas.
- A passion for continuously improving the customer and associate experience.
- Experience with audio-visual (AV) and conferencing technologies, such as Microsoft Teams Rooms.
- Experience working with product and engineering teams to define technology standards and solutions.
Preferred Qualifications
- Bachelor's degree in a technical field.
- Desktop support or ITIL certifications.
Scheduled Weekly Hours
40
Pay Range
The 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.
$129,400 - $177,900 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, 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.
