IT Manager

🕒 October 26

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $70.3k - $116.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CorVel Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1987

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

CorVel Corporation is a risk management and healthcare services company that provides integrated claims and care solutions for payors and employers. It specializes in workers' compensation, liability and disability management, provider and pharmacy networks, and alternative risk solutions, and it offers technology platforms that use AI and data analytics to streamline claims administration, improve outcomes, and reduce costs.

📋 Description

• 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

• 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

• Remote position • Equal Opportunity Employer • Drug-free workplace • ADA compliance as applicable

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