Lead, Technology Solutions

Humana Inc; Arlington (VA); On-site; USD 129,000 - 178,000; Full time

Job summary

Humana Inc. in Arlington, VA seeks an experienced Lead, Technology Solutions to deliver premium tech support for senior executives.

You will own the executive technology experience, resolving complex issues across desktops, laptops, conference systems, and mobile devices, while partnering with product and engineering teams to set standards. You will lead a small team, ensure on-site support Monday–Friday, and coordinate high-stakes meetings and events.

Qualifications

• Must live within commuting distance of Arlington, VA and be onsite Mon-Fri.
• Travel at least 25% of the time, sometimes on short notice.
• 8+ years of technical support experience.
• 2+ years of project leadership experience.
• 2+ years in a lead or supervisory role in desktop or end-user support.
• Experience delivering customer-focused technology support to senior leaders and their teams while communicating effectively.

Responsibilities

• Deliver white-glove technology support to senior executives and staff.
• Own the end-to-end executive technology experience, from report to resolution.
• Plan, set up and support critical executive meetings and events, onsite or offsite.
• Maintain and optimize technology in the Arlington office, including conference rooms and network gear.
• Provide hands-on break/fix support for desktops, laptops, mobile devices, and conferencing systems.
• Research and resolve escalated issues of moderate to high complexity across devices and AV systems.
• Collaborate with product and engineering teams to define standards and solutions.

Skills

Technical leadership

Customer-focused support

Communication

Problem solving

ITSM experience

AV & conferencing tech

Education

Bachelor's degree

Tools

MS Teams Rooms

ITSM tools

Job description

Lead, Technology Solutions### Lead, Technology SolutionsApply: Arlington, VA: Full time: Posted Today: R-434421# **Become a part of our caring community**The Lead, Technology Solutions provides a reliable, seamless technology experience for Humana's senior leaders, including the C-suite and SVPs, and their staff. In this role, you will maintain, repair and troubleshoot desktop hardware, software, conferencing systems and mobile devices. The goal is to keep leaders productive and focused on their most important work without technology distractions. You will handle issues of varied scope and complexity, from moderate to substantial. This position requires Monday–Friday onsite presence at our Arlington, VA (Rosslyn) office. This role requires a minimum of 25% travel, which may sometimes come on short notice.The Lead, Technology Solutions researches and resolves technical issues of moderate complexity, taking end-to-end ownership and engaging technology experts and leaders as needed. Collaborates effectively with senior leaders and stakeholders, provides a high level of customer service, and establishes clear, standardized processes and procedures that promote a consistent technology support experience. The role owns the technology experience in the Arlington, VA office and partners with product and engineering teams to shape standards and solutions. It also supports onsite business operations, along with the critical onsite/offsite meetings and events. **Responsibilities Include*** Deliver white-glove technology support to senior executives and their staff. Provide professional technology support to senior leaders and their teams, addressing technical needs efficiently and helping ensure a consistent user experience.* Own the end-to-end executive technology experience. Take full responsibility for issues from first report to resolution, and escalate to technology experts and leaders when needed.* Proactively identify and address potential issues before they affect executives. Partner with product and engineering teams on standards, solutions and continuous improvement.* Plan, set up and support critical executive meetings, strategy sessions and events, both onsite and offsite, so that all technology runs smoothly from start to finish.* Maintain and optimize technology in the Arlington, VA (Rosslyn) office, including 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 of moderate to high complexity.* Support executives' home networks and personal technology setups so they have a secure, reliable experience wherever they work.* Collaborate effectively with senior leaders, stakeholders, and technology teams to resolve issues and support business needs.* Make informed decisions based on available information, manage responsibilities, and adjust priorities to support business and customer needs.* Document and track issues with the right systems and tools. Help shape team processes and contribute to department strategy and technical decisions.# **Use your skills to make an impact****Required Qualifications*** **Must live within commuting distance of the Arlington, VA (Rosslyn) office and be onsite Monday through Friday.*** **Must be able to travel at least 25% of the time, sometimes on short notice.*** 8 or more years of technical support experience.* 2 or more years of project leadership experience.* 2 or more years in a lead or supervisory role in desktop or end-user support.* Experience delivering customer-focused technology support to senior leaders and their teams while communicating effectively and managing sensitive situations appropriately.* Proven 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, both 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 help minimize disruptions and maintain a reliable user experience.* Can 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.* A 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. **Preferred Qualifications*** Bachelor's degree in a technical field.* Desktop support or ITIL certifications.**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.$129,400 - $177,900 per yearThis 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, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.