Overview In this role, you will lead enterprise IT service and support functions to restore services during outages and disruptions. You'll guide a hybrid team of internal staff and managed providers, ensuring service quality, customer satisfaction, and cost-effective delivery. You'll drive transformation through AI-enabled support, automation, and digital workplace modernization while overseeing vendor governance and cross-functional partnerships. This position offers scope to shape enterprise support strategy and operational excellence within a leading healthcare organization.
Compensation / Benefits- medical, dental and vision benefits
- 401(k) retirement savings plan
- paid time off and holidays
- paid parental and caregiver leave
- short-term and long-term disability
- life insurance
Responsibilities- Lead enterprise L1 support functions including Service Desk Operations and escalation management
- Provide leadership for a hybrid workforce of internal associates and MSPs
- Develop strategies to improve support effectiveness, associate experience, and delivery costs
- Drive transformation initiatives such as AI-enabled support, automation, self-service adoption, and digital workplace modernization
- Identify shift-left opportunities to reduce higher-cost support and speed resolutions
- Lead integration of affiliate/subsidiary support into Humana's enterprise model
- Oversee managed service providers for performance, quality, compliance, and business outcomes
- Negotiate vendor contracts, renewals, expansions, and transitions
- Collaborate with sourcing, procurement, and technology leaders for cost savings and efficiency
- Oversee service transitions and organizational changes with minimal disruption
- Establish governance, metrics, and continuous improvement programs for accountability
- Leverage analytics to inform strategic decisions and prioritization of improvements
Key requirements- Bachelor's degree or equivalent combination of education and experience
- 8+ years in IT operations, Digital Workplace, End User Support, Service Management, or related tech disciplines
- 5+ years in leadership managing operational teams, vendors, or outsourced providers
- Experience leading enterprise Service Desk, End User Support, Digital Workplace, or support operations
- Experience managing large-scale vendor relationships and service delivery contracts
- Experience leading organizational transformation or operational improvement initiatives
- Proven ability to influence leaders and stakeholders across complex organizations
- Strong analytical, financial, and operational management skills
- Experience using metrics, reporting, and service performance data to drive outcomes
- Influencing senior stakeholders
- Analytical thinking
- Operational leadership
- Experience with ServiceNow
- Nexthink
- Genesys
