Associate Director, Technology Solutions

Humana

21h • Remote

About The Position

Become a part of our caring community and help us put health first The Associate Director, Technology Solutions devises an effective strategy for executing and delivering on IT business initiatives. The Associate Director, Technology Solutions requires a solid understanding of how organization capabilities interrelate across department(s). Associate Director, Technology Solutions Humana Military End User Experience & Incident Management The Associate Director, Technology Solutions provides strategic and operational leadership for Humana Military’s End User Experience and Incident Management functions. This role is accountable for delivering a consistent, high-quality end user experience while maturing incident management practices to reduce disruption, friction, and repeat issues across the organization. This leader will oversee day-to-day support operations while also driving longer-term improvements by identifying incident trends, partnering with engineering teams to resolve systemic issues, and strengthening processes that improve reliability and responsiveness. A core focus of this role is developing the team’s capabilities, building a culture of accountability and continuous improvement, and ensuring support practices align with Humana Military’s broader technology and business objectives.

Requirements

• Experience with Layer 2 and Layer 3 network architecture and design (LAN/WAN).
• Familiarity with cloud network architectures, implementations, and support across platforms such as AWS, Azure, and GCP.
• Demonstrated experience leading and developing technical support and/or service delivery teams.
• Experience supporting virtualization technologies such as Citrix and VMware.
• Experience with workstation imaging, patching, and Group Policy management.
• Strong working knowledge of IT Service Management frameworks, including ITIL, with applied experience improving incident and problem management practices.
• Excellent verbal and written communication skills, with the ability to engage effectively with technical teams, business partners, and senior leaders.

Nice To Haves

• Master's degree

Responsibilities

• End User Support & Operations Provide leadership and direction for Desktop End User Support and Incident Management teams, ensuring timely, effective resolution of incidents and requests.
• Ensure consistent delivery of high-quality support services that prioritize end user experience, stability, and productivity.
• Establish clear expectations, operating rhythms, and service standards across support functions.
• Incident Management Maturity Lead the continued maturation of Incident Management practices, including major incident response, escalation models, and post-incident reviews.
• Identify recurring incidents and systemic issues that impact Humana Military users, working closely with engineering and platform teams to drive issues to permanent resolution.
• Partner with stakeholders to reduce end user friction through proactive problem identification and prevention.
• Trend Analysis & Continuous Improvement Analyze incident and support data to identify trends, risks, and opportunities for improvement.
• Translate insights into actionable plans that improve reliability, reduce repeat incidents, and enhance the overall user experience.
• Define and evolve metrics that measure service effectiveness, incident health, and operational performance.
• Collaboration & Stakeholder Engagement Serve as a key partner to engineering, infrastructure, security, and product teams to align support insights with technical roadmaps.
• Communicate clearly and effectively with leaders and partners across the organization, providing visibility into issues, risks, and progress.
• Represent End User Support and Incident Management in cross-functional discussions and initiatives.
• People Leadership & Team Development Develop and mentor managers and team members, building strong technical, analytical, and leadership capabilities.
• Foster a culture of ownership, learning, and continuous improvement.
• Support career growth and succession planning within the team.

Benefits

• Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees