IT Manager

CorVel Corporation•Milwaukie, OR

3d•$70,276 - $116,942•Remote

About The Position

The Help Desk Manager is a strategic and hands-on leader responsible for guiding the National Help Desk team and delivering exceptional tier-one support. This role sets the vision for service excellence, drives operational maturity, and ensures consistent, high-quality support across all user touchpoints. The ideal candidate brings proven leadership experience driving the adoption of new and emerging technologies, including AI-driven solutions, to enhance efficiency, scalability, and customer experience. This individual must demonstrate a track record of successfully implementing modern technologies and leading teams through change, while continuously improving service delivery and operational performance. The candidate must have strong technical skills across multiple disciplines. This is a Remote position.

Requirements

Proven experience leading and delivering technology initiatives within Help Desk or support environments.
Demonstrated ability to lead teams through technology change and adoption.
Strong leadership and team development capabilities.
Experience supporting enterprise IT systems, including Microsoft environments.
Track record of leading or contributing to enterprise-wide technology rollouts.
Strong analytical, organizational, and communication skills.
Ability to translate technical concepts for non-technical users.
Experience with AI tools, automation, and service management platforms.
Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
5+ years in IT support, with at least 2 years in a formal leadership role demonstrating successful team management and technology delivery outcomes.
Experience managing high-volume Help Desk or call center environments.
Experience with incident management systems (e.g., ServiceNow).
Demonstrated experience implementing or leading adoption of modern technologies such as AI and automation.

Responsibilities

Lead, mentor, and develop a 24/7 National Help Desk team, establishing a high-performance culture focused on accountability, innovation, and continuous improvement.
Evaluate team performance, conduct appraisals, and manage disciplinary actions, compensation adjustments, and promotions.
Analyze Help Desk metrics and documented resolutions to identify trends and implement improvements.
Develop and maintain policies and procedures for incident management and problem resolution.
Establish and manage SLAs to ensure timely and accurate support.
Oversee the Production Down Playbook and 24/7 on-call rotation.
Drive the evaluation, selection, and implementation of modern technologies, ensuring successful adoption and measurable improvements.
Champion and lead the implementation of AI and emerging technologies with a focus on practical outcomes.
Prepare regular productivity and performance reports.
Oversee staff training programs and development.
Additional duties as assigned