IT Manager
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Job Description
Help Desk Manager leading CorVel’s 24/7 National Help Desk and tier-one IT support. Transforming service delivery through AI, automation, self-service, and knowledge management.
Responsibilities:
- Lead evaluation, selection, implementation, and adoption of AI support technologies
- Lead, mentor, and develop a 24/7 National Help Desk team
- Establish service standards and a high-performance culture
- Monitor and work the ServiceNow ticket queue and inbound support call queues
- Review active issues, escalations, aging, high-impact and recurring incidents
- Ensure appropriate ownership, communication, follow-up, and resolution
- Communicate operational changes, outages, procedures, policies, priorities, known issues, and organizational updates
- Analyze Help Desk tickets to identify recurring issues and pursue root-cause resolutions
- Develop and maintain policies, documentation, procedures, and knowledge base articles
- Review tickets, calls, documentation, and customer interactions for troubleshooting quality, policy compliance, service consistency, and SLA performance
- Monitor customer feedback and implement corrective actions or process improvements
- Oversee the Production Down Playbook
- Prepare regular productivity and performance reports
- Oversee staff training and development
- Set performance expectations, conduct annual reviews, coach employees, and address performance concerns
- Manage staffing, scheduling, attendance, and coverage across all operating hours
- Collaborate with IT Services managers to improve processes
- Maintain accountability for assigned initiatives, projects, and management responsibilities
Requirements:
- 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
- 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
- Experience with incident management systems such as ServiceNow
- Demonstrated experience implementing or leading adoption of modern technologies such as AI and automation
- Practical proficiency with AI tools and prompt development
- Experience supporting enterprise IT systems, including Microsoft environments
- Strong analytical, organizational, written, and verbal communication skills
- Ability to translate technical concepts for non-technical users
- Ability to quickly learn CorVel systems, business processes, support procedures, and emerging technologies
- Ability to work in a 24/7 support environment, including after-hours and on-call responsibilities
Benefits:
- Remote position
- Equal Opportunity Employer
- Drug-free workplace
- ADA compliance as applicable
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