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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.
Key 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.
Use your skills to make an impact
Required Qualifications
- 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.
Preferred Qualifications
Additional Information
Work-At-Home Requirements
- WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.
- A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.
- Satellite and Wireless Internet service is NOT allowed for this role.
- A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
#LI-Remote
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
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.
$142,300 - $195,700 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
About us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.