Head of IT Service Desk & Digital Workplace Excellence

Humana; Chicago (IL); Hybrid; USD 118,000 - 162,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

401(k) retirement savings plan

Paid time off and holidays

Job summary

Humana, a leading US healthcare company, seeks an Associate Director to drive IT service delivery across key platforms. You will lead enterprise Service Desk operations, problem and incident management, and a hybrid workforce of internal staff and partners.

The role emphasizes optimizing service delivery, advancing AI-enabled support and automation, and leveraging analytics to align operations with business goals and cost efficiency.

Qualifications

• Bachelor's degree required or equivalent experience.
• 8+ years in IT operations, Digital Workplace, End User Support, Service Management or related tech disciplines.
• 5+ years of leadership experience managing operational teams, vendors, or outsourced providers.
• Experience leading enterprise Service Desk, End User Support, Digital Workplace, or support operations.

Responsibilities

• Lead enterprise L1 support functions, including Service Desk Operations and escalation management.
• Provide leadership for a hybrid workforce of internal associates and managed service partners.
• Develop strategies to improve support effectiveness and optimize service delivery costs.
• Drive AI-enabled support, automation, self-service adoption, and knowledge management.
• Lead vendor governance, contract negotiations, and transitions; ensure performance and compliance.

Skills

IT operations leadership

End User Support

Service Management

Digital Workplace

Vendor management

Analytics & financial management

Stakeholder influence

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Nexthink

Genesys

Job description

Humana, a leading US healthcare company, seeks an Associate Director to drive IT service delivery across key platforms. You will lead enterprise Service Desk operations, problem and incident management, and a hybrid workforce of internal staff and partners.

The role emphasizes optimizing service delivery, advancing AI-enabled support and automation, and leveraging analytics to align operations with business goals and cost efficiency.