Associate Director, Technology Solutions

Associate Director, Technology Solutions page is loaded## Associate Director, Technology Solutions locations:
Remote Kentucky time type:
Full time posted on:
Posted Todayjob requisition :
R-399112#
** Become a part of our caring community and help us put health first
** 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…