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
ESSENTIAL FUNCTIONS & 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
KNOWLEDGE & SKILLS:- 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.
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.
- 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.
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.
A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.
#LI-Remote
