Help Desk Manager (IT Manager I)

CorVel•Portland, OR

49d

About The Position

The Help Desk Manager leads the National Help Desk team, ensuring exceptional tier-one support for end users, including password resets, MFA hotline, first-line support for proprietary applications, after-hours production on-call support, and execution of the Production Down Playbook. This role is responsible for developing and enforcing policies, maintaining consistent service levels, supporting users directly when needed, and championing the adoption of new technologies and AI-driven solutions.

Requirements

Proven ability to build strong relationships with team members and cross-functional groups.
Demonstrated experience maximizing team performance and fostering professional growth.
Expertise in prioritizing and resolving issues in a high-volume environment.
Strong organizational and time management skills.
Experience leading technological initiatives relevant to Help Desk operations.
Proficiency in supporting Microsoft business applications, MFA, Password resets, and desktop support.
Track record of supporting enterprise-wide IT technology rollouts.
Advanced analytical and documentation skills.
Outstanding customer service and communication skills, especially under pressure.
Ability to translate complex technical concepts for non-technical audiences.
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 leadership role.
Prior experience managing high-volume call centers, help desks, or customer service teams.
Experience working with incident management systems (e.g., ServiceNow, Zendesk).
Experience using AI tools to increase team productivity.

Responsibilities

Lead and inspire a 24/7 National Help Desk team of seven employees, fostering a culture of collaboration, accountability, 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, address recurring issues, and implement service improvements.
Develop, implement, and maintain policies and procedures for incident management and problem resolution.
Establish and manage Service Level Agreements (SLA's) to set clear expectations for problem resolution and response times.
Oversee the Production Down Playbook process, including after-hours escalation, call initiation, meeting documentation, and quarterly review of call trees.
Manage the 24/7 On-Call Rotation schedule, providing escalation support for team members.
Set and monitor customer service standards, ensuring timely and accurate support.
Contribute to improving customer support by actively responding to queries and handling complaints.
Prepare regular reports on Help Desk productivity (daily, monthly, quarterly, annually).
Oversee the development and administration of comprehensive Help Desk staff training procedures and policies.
Champion the adoption of AI tools and drive technology initiatives forward.
Take on additional projects and responsibilities as assigned.