IT Manager

CorVel Career Site•Portland, OR

10d•Remote

About The Position

The Help Desk Manager is a strategic, hands-on leader responsible for a 24/7 National Help Desk and consistent, high-quality tier-one support across user support channels. The role sets the service vision, leads daily operations, develops the team, establishes service standards, and drives continuous improvement in service delivery and operational performance. The manager stays involved in daily operations, including monitoring and working the ServiceNow ticket queue and inbound support call queues. The manager transforms the Help Desk support model through AI-driven solutions, automation, self-service, and knowledge management. The role calls for experience evaluating and implementing AI solutions, driving adoption, and leading teams through change to improve efficiency, scalability, and customer experience. Strong technical skills across multiple disciplines, sound technical judgment, and the ability to learn CorVel’s systems and business processes are essential. This is a remote position.

Requirements

Bachelor’s degree in IT, Computer Science, or a related field, or equivalent experience.
At least 5 years of IT support experience, including at least 2 years in a formal leadership role demonstrating successful team management and technology delivery outcomes.
Current or recent experience managing a high-volume, 24/7 Help Desk or IT call center support operation.
Demonstrated experience transforming Help Desk support models through AI technologies and frameworks, including automation and self-service solutions that improve efficiency, scalability, and customer experience.
Experience with incident management systems such as ServiceNow.
Practical proficiency with AI tools and prompt development to streamline workflows, improve daily efficiency, and support consistent service delivery.
Ability to lead Help Desk or technology support initiatives through evaluation, planning, implementation, adoption, and measurement of results.
Strong leadership and team development capabilities.
Experience supporting enterprise IT systems, including Microsoft environments.
Proven success leading enterprise-wide technology rollouts and coordinating cross-functional teams through implementation and adoption.
Strong analytical, organizational, written, and verbal communication skills.
Ability to explain technical concepts to non-technical users.
Ability to quickly learn CorVel systems, business processes, support procedures, and emerging technologies and apply that knowledge in a fast-paced support environment.

Responsibilities

Lead the evaluation, selection, implementation, and adoption of AI support technologies, automation, and self-service solutions to improve customer experience and efficiency.
Lead, mentor, and develop a 24/7 National Help Desk team and foster accountability, innovation, and continuous improvement.
Maintain a visible presence in daily Help Desk operations, review active issues and escalations, monitor aging, high-impact, and recurring incidents, and ensure appropriate ownership, communication, follow-up, and resolution.
Communicate operational changes, outages, procedures, policies, priorities, known issues, and organizational updates to Help Desk staff.
Analyze ServiceNow Help Desk tickets to understand support demand, identify recurring issues, pursue root-cause resolutions, and implement improvements.
Develop and maintain policies, documentation, procedures, and knowledge base articles for incident management and problem resolution.
Review tickets, calls, documentation, and customer interactions for troubleshooting quality, documentation accuracy, policy compliance, customer service, and performance against SLAs.
Monitor customer feedback and service experience, identify recurring concerns, and implement corrective actions or process improvements as appropriate.
Maintain ownership and accountability for assigned management initiatives, projects, and responsibilities.
Oversee the Production Down Playbook.
Prepare regular productivity and performance reports.
Oversee staff training and development programs.
Set performance expectations, conduct annual reviews, coach staff, and address performance concerns in accordance with company policies and approval processes.
Manage staffing, scheduling, attendance, and coverage to ensure Help Desk support across all operating hours, including after-hours and on-call responsibilities.
Build relationships with IT Services and its managers to enhance or improve processes.
Perform additional duties as assigned.