IT Manager

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Lead the assessment, selection, implementation, and integration of AI support technologies.

• Guide, mentor, and enhance a 24/7 National Help Desk team.

• Establish service benchmarks and foster a high-performance culture.

• Monitor and manage the ServiceNow ticket queue along with inbound support call queues.

• Review ongoing issues, escalations, aging tickets, high-impact incidents, and recurring problems.

• Ensure appropriate ownership, communication, follow-up, and resolution of issues.

• Communicate operational changes, outages, procedures, policies, priorities, known issues, and organizational updates.

• Analyze Help Desk tickets to identify recurring issues and seek root-cause resolutions.

• Develop and maintain policies, documentation, procedures, and knowledge base articles.

• Evaluate tickets, calls, documentation, and customer interactions for troubleshooting quality, policy compliance, service consistency, and SLA performance.

• Monitor customer feedback and implement corrective measures or process improvements.

• Oversee the Production Down Playbook.

• Prepare regular reports on productivity and performance.

• Supervise staff training and professional development.

• Set performance expectations, conduct annual reviews, coach employees, and address performance issues.

• Manage staffing, scheduling, attendance, and coverage across all operating hours.

• Collaborate with IT Services managers to enhance processes.

• Maintain accountability for assigned initiatives, projects, and management responsibilities.

⛳️ Requirements

• Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience).

• Over 5 years of experience in IT support, including at least 2 years in a formal leadership position.

• Current or recent experience managing a high-volume, 24/7 Help Desk or IT call center support operation.

• Proven experience in transforming Help Desk support models through AI technologies and frameworks, including automation and self-service solutions.

• Familiarity with incident management systems, particularly ServiceNow.

• Demonstrated experience in implementing or leading the adoption of modern technologies such as AI and automation.

• Practical proficiency with AI tools and prompt development.

• Experience in supporting enterprise IT systems, including Microsoft environments.

• Strong analytical, organizational, written, and verbal communication skills.

• Ability to translate technical concepts for non-technical users.

• Capacity to quickly learn CorVel systems, business processes, support procedures, and emerging technologies.

• Willingness to work in a 24/7 support environment, including after-hours and on-call responsibilities.

🏝️ Benefits

• Remote position.

• Equal Opportunity Employer.

• Drug-free workplace.

• ADA compliance as applicable.