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IT Manager
CorVel Corporation. Lead evaluation, selection, implementation, and adoption of AI support technologies .
Posted 10/26/2026full-timeRemote • Oregon • United StatesMid-LevelSenior💰 $70,276 - $116,942 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and transforming Help Desk operations through AI technologies and automation while ensuring high service standards and performance metrics. Proficient in managing a 24/7 support environment, with strong analytical and communication skills to enhance team performance and customer satisfaction.
Highest-signal resume keywords
AI Support Technologies ImplementationServiceNow Incident Management24/7 Help Desk ManagementTeam Leadership and DevelopmentPerformance Reporting and Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
AI Tools ProficiencyHelp Desk SupportIncident ManagementAutomation SolutionsTechnical DocumentationTroubleshootingPerformance Metrics AnalysisRoot-Cause AnalysisPolicy DevelopmentSLA Compliance
Soft Skills
Analytical SkillsOrganizational SkillsWritten CommunicationVerbal CommunicationCoaching and Mentoring
Tools & Technologies
ServiceNowMicrosoft EnvironmentsCorVel Systems
Industry Keywords
IT SupportHelp Desk OperationsCustomer Feedback ManagementHigh-Volume Support24/7 Support Environment
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Remote position
- Equal Opportunity Employer
- Drug-free workplace
- ADA compliance as applicable