Lead, Technology Solutions

Humana•Arlington, VA

1d•$129,400 - $177,900•Onsite

About The Position

The Lead, Technology Solutions provides a reliable, seamless technology experience for Humana senior leaders, including C-suite executives and SVPs, and their staff. The role maintains, repairs, and troubleshoots desktop hardware, software, conferencing systems, and mobile devices, resolving issues of varied scope and complexity while helping leaders stay productive. The position owns the technology experience in Humana’s Arlington, Virginia (Rosslyn) office and partners with product and engineering teams to shape standards and solutions. It also supports onsite business operations and critical onsite and offsite meetings and events. The role requires onsite work Monday through Friday and at least 25% travel, sometimes on short notice.

Requirements

Live within commuting distance of the Arlington, Virginia (Rosslyn) office and work onsite Monday through Friday.
Able to travel at least 25% of the time, sometimes on short notice.
At least 8 years of technical support experience.
At least 2 years of project leadership experience.
At least 2 years in a lead or supervisory role in desktop or end-user support.
Experience providing customer-focused technology support to senior leaders and their teams, communicating effectively, and managing sensitive situations appropriately.
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 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 minimize disruptions and maintain a reliable user experience.
Ability to 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.
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.

Nice To Haves

Bachelor’s degree in a technical field.
Desktop support or ITIL certifications.

Responsibilities

Deliver professional, customer-focused technology support to senior executives and their staff, helping provide an efficient and consistent user experience.
Own technical issues from initial report through resolution, escalating to technology experts and leaders when necessary.
Proactively identify and address potential technology issues before they disrupt executives.
Partner with product and engineering teams on technology standards, solutions, and continuous improvement.
Plan, set up, and support executive meetings, strategy sessions, and events onsite and offsite.
Maintain and optimize the Arlington, Virginia (Rosslyn) office’s 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.
Support executives’ home networks and personal technology setups to provide a secure and reliable experience.
Collaborate with senior leaders, stakeholders, and technology teams to resolve issues and support business needs.
Make informed decisions, manage responsibilities, and adjust priorities to meet business and customer needs.
Document and track issues using appropriate systems and tools.
Help shape team processes and contribute to department strategy and technical decisions.