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CorVel Corporation · 2 months ago

Help Desk Manager (IT Manager I)

United States

Full-time

Remote

Mid, Senior Level

$69K/yr - $114K/yr

5+ years exp

CorVel Corporation is a national provider of industry-leading risk management solutions. The Help Desk Manager will lead the National Help Desk team, ensuring exceptional support for end users and championing the adoption of modern technologies and AI-driven solutions.

InsuranceSoftware

H1B Sponsor Likely

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

Qualification

Help Desk managementAI integrationIncident management systemsMicrosoft business applicationsCustomer service skillsTeam leadershipAnalytical skillsProblem resolutionTechnical translationAutomation toolsHelp Desk domain knowledgeTime managementCommunication skillsRelationship building

Required

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)

Previous experience utilizing AI in a Help Desk environment

Skilled at building relationships across teams and 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

Help Desk industry and domain knowledge

AI prompt engineering

Automation tools such Power Automate

Benefits

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

Paid time off

Company

CorVel Corporation

Glassdoor3.0

CorVel is a nationally recognized claims management and managed care provider with over 30 years of experience in the industry.

Founded in 1987

Irvine, California, USA

1001-5000 employees

https://www.corvel.com/

H1B Sponsorship

CorVel Corporation has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (2)

2022 (5)

2021 (2)

2020 (1)