Lead, Desktop/End User Support

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The Lead, Desktop/End User Support provides leadership and oversight for end-user support services, ensuring reliable and high-quality technology experiences across the organization. This role coordinates escalations, manages vendor performance, and partners with internal teams to improve productivity and service outcomes. The Lead works on issues of diverse scope and complexity, exercising sound judgment, strong communication skills, and the ability to align operational work with broader strategic goals.

Job Description

The Lead, Desktop/End User Support serves as the primary escalation point for complex technical issues and operational challenges originating from first-line support teams. This role oversees incident resolution, ensures accurate documentation, and champions continuous improvement initiatives aimed at enhancing service efficiency, reducing friction, and creating measurable business value.

In addition to operational oversight, this role is responsible for managing the performance and delivery of external service providers, ensuring alignment with contractual expectations and organizational objectives. The Lead acts as a key liaison across multiple business areas, maintaining productive partnerships, resolving service concerns, and advocating for the evolving needs of internal stakeholders.

Service & Operational Leadership

Leads the resolution of complex escalated incidents across desktop, endpoint, and end-user technologies.

Ensures issues are documented, tracked, and monitored through completion, with a focus on improving quality and speed of resolution.

Applies independent judgment to evaluate issues, determine root causes, and recommend corrective actions.

Champions proactive problem management, identifying recurring issues, coordinating with problem management teams, and driving efforts to eliminate known errors from the environment.

Identifies opportunities for efficiency, automation, and process optimization that create tangible value for the organization.

Vendor & Contract Oversight

Oversees execution of the external support services contract, ensuring adherence to terms, service expectations, and overall value delivery.

Serves as the primary liaison between the service provider and internal business areas, facilitating effective communication and issue resolution.

Monitors vendor performance against key KPIs/CPIs, including service level adherence, response and resolution metrics, and customer satisfaction measures.

Coordinates and validates system and data access for vendor personnel to ensure compliance with internal security policies and required review cycles.

Manages the escalation of high-visibility or high-impact incidents requiring vendor involvement, ensuring prioritized resolution aligned with contractual commitments.

Partners with internal IT teams to ensure vendor staff receive appropriate training and remain current on tools, processes, and support procedures.

Strategic & Cross-Functional Collaboration

Advises leaders on emerging issues, trends, and opportunities to enhance service delivery.

Contributes to the development of operational strategies aligned to organizational priorities.

Communicates effectively at multiple levels-including executive and management layers-translating complex issues into clear, actionable insights.

Influences cross-functional stakeholders to adopt improved processes, standards, and approaches that enhance the end-user experience.

Use your skills to make an impact

Required Qualifications

Bachelor's degree or equivalent work experience

8 or more years of technical experience in desktop or end-user support

At least 2 years of project leadership or team lead experience

Experience resolving escalated technical issues and coordinating advanced problem resolution

Proficiency documenting, tracking, and monitoring incidents using enterprise tools

Ability to interpret and align to departmental and organizational strategies

Strong communication, collaboration, and influencing skills, with the ability to engage at the management and executive level

Demonstrated passion for service improvement and optimizing the end-user experience

Preferred Qualifications

Bachelor's Degree in a Technical Field

Desktop Support-related certifications

Minimum 2 years in a Lead or Supervisor capacity in Desktop Support

Experience coordinating work performed by external service providers

Experience identifying or delivering cost, efficiency, or automation-driven improvements

Additional Information

Work-At-Home Requirements

WAH 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

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

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.

$97,900 - $133,500 per year

This 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, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana 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.

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Equal Opportunity Employer

It 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 protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with 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