{"id":3277973,"url":"https://alion.io/job/corvel-it-manager-2","title":"IT Manager","company":{"id":2095714,"name":"CorVel Corporation","domain":"corvel.com","url":"https://alion.io/company/corvel","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"UltiPro","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Portland, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":70276,"max":116942,"currency":"USD","period":"year","gross":null,"usd_annual":116942},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-26T14:48:32Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-27T19:37:15Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Help Desk Manager is a strategic, hands-on leader responsible for the 24/7 National Help Desk team and the delivery of exceptional, consistent, high-quality tier-one support across all user support channels. This role sets the vision for service excellence, leads daily service operations, develops the team, establishes service standards, and drives continuous improvement in service delivery and operational performance.\nThe manager is actively involved with daily team operations, including monitoring and working the ServiceNow ticket queue and inbound support call queues. Additionally, this manager is responsible for transforming the Help Desk support model through AI-driven solutions, automation, self-service, and knowledge management.\nThe ideal candidate has a proven history of evaluating and implementing AI solutions, driving adoption, and leading teams through change to improve efficiency, scalability, and customer experience. Strong technical skills across multiple disciplines, sound technical judgment, and gaining a working understanding of CorVel’s systems and business processes are essential to effective service delivery.\nThis is a remote position.\nESSENTIAL FUNCTIONS & RESPONSIBILITIES:\nLead the evaluation, selection, implementation, and adoption of AI support technologies to achieve automation, and self-service to improve customer experience and increase efficiency\nLead, mentor, and develop a 24/7 National Help Desk team, establishing a high-performance culture focused on accountability, innovation, and continuous improvement\nMaintain an active, visible presence in daily Help Desk operations, regularly engaging with staff, reviewing active issues and escalations, monitoring aging, high-impact and recurring incidents, ensuring appropriate ownership, communication, follow-up, and resolution\nMaintain consistent communication with Help Desk staff regarding operational changes, outages, procedures, policies, priorities, known issues, and organizational updates affecting support\nFrequent analysis of ServiceNow Help Desk tickets to understand support demand, identify recurring issues, and pursue root-cause resolutions to implement improvements\nDevelop and maintain policies, documentation, procedures and knowledge base articles for incident management and problem resolution\nRegularly review tickets, calls, documentation, and customer interactions to verify troubleshooting quality, documentation accuracy, policy compliance, consistent customer service, and team performance against established SLAs\nMonitor customer feedback and service experience, identify recurring concerns, and implement corrective actions or process improvements when appropriate\nMaintain ownership and accountability for the initiatives, projects, and responsibilities assigned to the management role\nOversee the Production Down Playbook\nPrepare regular productivity and performance reports\nOversee staff training programs and development\nSet performance expectations, conduct annual reviews, provide coaching, and address performance concerns in accordance with company policies and established approval processes\nManage staffing, scheduling, attendance, and coverage to ensure appropriate Help Desk support across all operating hours, including after-hours and on-call responsibilities\nEstablish a relationship with IT Services and the managers of these teams working together to enhance or improve processes\nAdditional duties as assigned\nKNOWLEDGE & SKILLS:\nPractical proficiency with AI tools and prompt development to streamline workflows, improve daily efficiency, and support consistent service delivery\nProven ability to lead Help Desk or support technology initiatives through evaluation, planning, implementation, adoption, and results measurement\nStrong leadership and team development capabilities\nExperience supporting enterprise IT systems, including Microsoft environments\nProven success leading enterprise-wide technology rollouts and coordinating cross-functional teams throughout implementation and adoption\nStrong analytical, organizational, as well as written and verbal communication skills\nAbility to translate technical concepts for non-technical users\nDemonstrated ability to quickly learn CorVel systems, business processes, support procedures, and emerging technologies and apply that knowledge effectively in a fast-paced support environment\nEDUCATION & EXPERIENCE:\nBachelor’s degree in IT, Computer Science, or related field (or equivalent experience)\n5+ years in IT support, with at least 2 years in a formal leadership role demonstrating successful team management and technology delivery outcomes\nCurrent or recent experience managing a high-volume, 24/7 Help Desk or IT call center support operation\nDemonstrated experience transforming Help Desk support models through AI technologies and frameworks, including automation and self-service solutions that improve efficiency, scalability, and customer experience\nExperience with incident management systems (e.g., ServiceNow)\nDemonstrated experience implementing or leading adoption of modern technologies such as AI and automation\nPAY RANGE\nCorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time.\nFor leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may impact the salary range and these adjustments would be clarified during the offer process.\nPay Range: $70,276 - $116,942\nA list of our benefit offerings can be found on our CorVel website: CorVel Careers | Opportunities in Risk Management\nIn general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.\nCorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.\n#LI-Remote","description_format":"text","description_chars":6335,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Occupational Health"],"lifecycle":[{"event":"open","at":"2026-10-26T15:28:14Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":112500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:4","stale_co","win:early","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":116942,"is_top_pay":false},"html_url":"https://alion.io/job/corvel-it-manager-2","json_url":"https://alion.io/job/corvel-it-manager-2.json","meta":{"generated_at":"2026-10-27T20:25:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11582,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2095714},"rest":"https://alion.io/mcp/rest/get_company?id=2095714"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcorvel-it-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcorvel-it-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcorvel-it-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/corvel-it-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcorvel-it-manager-2"}]}