Director, IT Service Desk & Digital Workplace

Humana Inc; Louisville, Northern (KY, KY); Hybrid; USD 118,000 - 162,000; Full time

Job summary

Humana Inc in Louisville, KY seeks an Associate Director for IT Service Desk and Digital Workplace Support to lead enterprise Service Desk, incident and event management, guiding a hybrid workforce and managed service partners. You will drive service quality, governance, and cost optimization while leading transformation initiatives including AI-enabled support, automation, and self-service adoption.

The role requires extensive IT operations and leadership experience, with expertise in

Qualifications

• Bachelor's degree or equivalent required.
• 8+ years in IT operations, Digital Workplace, End User Support, Service Management, or related tech.
• 5+ years of leadership experience managing operational teams, vendors, or outsourced providers.
• Experience leading enterprise Service Desk and support operations.
• Experience managing large-scale vendor relationships and service delivery contracts.
• Experience leading organizational transformation and cost-optimization initiatives.
• Strong ability to influence leaders and stakeholders across complex organizations.

Responsibilities

• Lead enterprise L1 support functions including Service Desk Operations and affiliate support teams.
• Provide leadership for a hybrid workforce and managed service partners.
• Develop strategies to improve support effectiveness and optimize delivery costs.
• Drive transformation initiatives such as AI-enabled support, automation, and self-service adoption.
• Oversee vendor governance, contract negotiations, renewals, and transition planning.
• Partner with sourcing and technology leaders to optimize vendor investments.
• Establish governance, metrics, and continuous improvement programs.

Skills

Leadership

Strategic thinking

Stakeholder management

Analytical skills

Vendor relationship management

Change management

Communication

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Nexthink

Genesys

Job description

Humana Inc in Louisville, KY seeks an Associate Director for IT Service Desk and Digital Workplace Support to lead enterprise Service Desk, incident and event management, guiding a hybrid workforce and managed service partners. You will drive service quality, governance, and cost optimization while leading transformation initiatives including AI-enabled support, automation, and self-service adoption.

The role requires extensive IT operations and leadership experience, with expertise in