Remote Help Desk Manager — AI & Service Excellence

CorVel Brand; Portland (OR); Remoto; USD 120.000 - 170.000; Tempo pieno

Descrizione del lavoro

CorVel is seeking a Help Desk Manager to lead a 24/7 National Help Desk, delivering high-quality tier-one support across channels. This remote role shapes service excellence and drives AI-driven improvements.

You will actively manage daily operations, mentor the team, oversee ServiceNow workflows, and implement automation, self-service, and knowledge management to enhance efficiency and customer experience.

Competenze

• Bachelor’s degree in IT/CS or related field.
• 5+ years IT support experience.
• 2+ years in formal leadership role.
• Experience with AI solutions and automation.
• Experience with ServiceNow.

Mansioni

• Lead AI-driven support initiatives and automation.
• Manage 24/7 National Help Desk and ensure high performance.
• Monitor ServiceNow tickets and inbound call queues daily.
• Develop policies, docs, and knowledge base for incident handling.
• Review tickets and customer interactions for SLA adherence.
• Provide coaching and performance reviews.

Conoscenze

AI tools

Leadership

Tech rollouts

Analytics

Communication

Formazione

Bachelor's degree in IT/CS

Strumenti

ServiceNow

Descrizione del lavoro

CorVel is seeking a Help Desk Manager to lead a 24/7 National Help Desk, delivering high-quality tier-one support across channels. This remote role shapes service excellence and drives AI-driven improvements.

You will actively manage daily operations, mentor the team, oversee ServiceNow workflows, and implement automation, self-service, and knowledge management to enhance efficiency and customer experience.