The Help Desk Manager is a strategic, hands-on leader responsible for the 24/7 National Help Desk team and the delivery of exceptional, consistent, high-quality tier-one support across all user support channels. This role sets the vision for service excellence, leads daily service operations, develops the team, establishes service standards, and drives continuous improvement in service delivery and operational performance.
The manager is actively involved with daily team operations, including monitoring and working the ServiceNow ticket queue and inbound support call queues. Additionally, this manager is responsible for transforming the Help Desk support model through AI-driven solutions, automation, self-service, and knowledge management.
The ideal candidate has a proven history of 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 gaining a working understanding of CorVel’s systems and business processes are essential to effective service delivery.
This is a remote position.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
- Lead the evaluation, selection, implementation, and adoption of AI support technologies to achieve automation, and self-service to improve customer experience and increase efficiency
- Lead, mentor, and develop a 24/7 National Help Desk team, establishing a high-performance culture focused on accountability, innovation, and continuous improvement
- Maintain an active, visible presence in daily Help Desk operations, regularly engaging with staff, reviewing active issues and escalations, monitoring aging, high-impact and recurring incidents, ensuring appropriate ownership, communication, follow-up, and resolution
- Maintain consistent communication with Help Desk staff regarding operational changes, outages, procedures, policies, priorities, known issues, and organizational updates affecting support
- Frequent analysis of ServiceNow Help Desk tickets to understand support demand, identify recurring issues, and pursue root-cause resolutions to implement improvements
- Develop and maintain policies, documentation, procedures and knowledge base articles for incident management and problem resolution
- Regularly review tickets, calls, documentation, and customer interactions to verify troubleshooting quality, documentation accuracy, policy compliance, consistent customer service, and team performance against established SLAs
- Monitor customer feedback and service experience, identify recurring concerns, and implement corrective actions or process improvements when appropriate
- Maintain ownership and accountability for the initiatives, projects, and responsibilities assigned to the management role
- Oversee the Production Down Playbook
- Prepare regular productivity and performance reports
- Oversee staff training programs and development
- Set performance expectations, conduct annual reviews, provide coaching, and address performance concerns in accordance with company policies and established approval processes
- Manage staffing, scheduling, attendance, and coverage to ensure appropriate Help Desk support across all operating hours, including after-hours and on-call responsibilities
- Establish a relationship with IT Services and the managers of these teams working together to enhance or improve processes
- Additional duties as assigned
KNOWLEDGE & SKILLS:
- Practical proficiency with AI tools and prompt development to streamline workflows, improve daily efficiency, and support consistent service delivery
- Proven ability to lead Help Desk or support technology initiatives through evaluation, planning, implementation, adoption, and results measurement
- 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 throughout implementation and adoption
- Strong analytical, organizational, as well as written and verbal communication skills
- Ability to translate technical concepts for non-technical users
- Demonstrated ability to quickly learn CorVel systems, business processes, support procedures, and emerging technologies and apply that knowledge effectively in a fast-paced support environment
EDUCATION & EXPERIENCE:
- 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
- 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 (e.g., ServiceNow)
- Demonstrated experience implementing or leading adoption of modern technologies such as AI and automation
PAY RANGE
CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.
For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.
Pay Range: $70,276 – $116,942
A list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management
In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.
CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
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