Become a part of our caring community and help us put health firstAre you looking for an opportunity to be an integral part of an IT Service Desk transformation? The ideal candidate will have at least 5 years' experience as an IT Service Desk Leader with experience managing and leading service desk teams in an enterprise environment. This candidate will also have exceptional communication skills, and ideally, ITIL/Six Sigma/or other process related certifications. This role will service internal Humana associates so, it is imperative to have direct Service Desk experience in a high-volume environment.If this is you, apply today! We want to speak with you!The IT Service Desk Lead is responsible for ensuring the IT Service Desk Services meet customer needs and expectations. The duties of the Lead will oversee a range of functions to facilitate the delivery of superior services and seamless end user experiences.A key responsibility of the IT Service Desk Lead is to ensure that service delivery and service support processes are on track for the consistent delivery of service in an effective and cost-efficient manner.The key competency centers on the disciplines of operations management and delivery of services. This responsibility includes full life cycle management for the ITSD services: definition, design, construction and operation, as well as the evolution of service offerings in partnership with key stakeholders. The Lead will support the delivery of services by creating reports, assisting with project planning, and escalating issues for a range of our Services.The Service Desk Lead is responsible for standardizing work intake processes, prioritizing work, analyzing internal processes, and creating strategies for service delivery optimization and implementing improvement activities wherever necessary. Provides guidance and support for budget planning and staffing for delivery of service. Potential on-site presence required for team collaboration & training activities.Use your skills to make an impactResponsibilities
Act as the primary point of contact for the vendor partner, fostering strong relationships and facilitating effective communication.
Collaborate with the vendor partner to ensure alignment with service level agreements (SLAs) and performance expectations.
Monitor & analyze performance metrics, providing regular feedback and driving continuous improvement initiatives to meet or exceed service level agreements (SLAs).
Develop trend analysis and response processes and reporting for the Enterprise IT Service Desk.
Leads team that will facilitate/manage, and drive activities related to IT Service Desk services & support.
Develop and implement strategies to optimize processes and enhance overall service desk efficiency.
Collaborate & liaise with operational & delivery teams in customer requested meetings.
Drives the efficiency and effectiveness of the IT Service Desk process & experience.
Maintain an enterprise perspective on capabilities and initiatives and identify dependencies that could impact the successful delivery of Service Requests.
Responsible for overseeing the successful delivery of service engagements to improve stability.
Identify key success factors and prioritize work to achieve outcomes.
Liaise with various enterprise & operational teams, management, and vendors as necessary.
Recognize and support departmental objectives and drive process methodology that will achieve desired business outcomes.
Provide strategic direction and ability to influence to achieve desired outcomes.
Champion corporate awareness of service targets and facilitate cooperation in order to meet those targets.
This position requires a keen focus on customer experience, operational stability, and service delivery.
Ability to influence team members both within and outside of organization to achieve desired results.
Required Qualifications
MUST HAVE 5+ years' progressive experience leading service desk teams in an enterprise environment.
Prior experience in team leadership role (i.e. team leader, scrum master, technical leader).
Experience with IT service management tools.
Experience developing and executing strategic initiatives focused on operations stability, efficiencies & end user experience.
Preferred Qualifications
Certification or Experience with ITIL & Six Sigma Principles.
Work-At-Home 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.
Scheduled Weekly Hours40Pay RangeThe 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.$104,800 - $144,300 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.Description of BenefitsHumana, 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 usHumana 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 EmployerIt 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 because he or she is a protected veteran. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=HumanaWebsite.