Remote Help Desk Manager — AI-Driven Support Leader

CorVel Corporation; Oregon; Ibrido; USD 70.000 - 117.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work

Descrizione del lavoro

CorVel Corporation in Oregon seeks a strategic Help Desk Manager to lead the 24/7 National Help Desk and deliver high-quality tier-one support across all channels. The role drives AI-driven solutions, automation, self-service, and knowledge management to improve efficiency and customer experience.

The ideal candidate has 5+ years in IT support with leadership, strong technical judgment, and a proven track record of transforming support models using AI.

Competenze

• Bachelor's degree in IT, Computer Science, or related field
• 5+ years in IT support, with leadership experience
• Experience managing a high-volume, 24/7 help desk or IT call center

Mansioni

• Lead evaluation and adoption of AI support technologies to improve self-service
• Mentor and develop a 24/7 National Help Desk team
• Oversee daily Help Desk operations and monitor queues and incidents
• Review tickets and calls to ensure quality and SLA compliance
• Prepare productivity and performance reports and drive process improvements
• Coordinate staffing and scheduling across all operating hours

Conoscenze

AI tools

Leadership

ServiceNow

IT systems

Formazione

Bachelor's degree in IT/CS

Strumenti

ServiceNow

Microsoft environments

Descrizione del lavoro

CorVel Corporation in Oregon seeks a strategic Help Desk Manager to lead the 24/7 National Help Desk and deliver high-quality tier-one support across all channels. The role drives AI-driven solutions, automation, self-service, and knowledge management to improve efficiency and customer experience.

The ideal candidate has 5+ years in IT support with leadership, strong technical judgment, and a proven track record of transforming support models using AI.