Help Desk Manager; IT Manager

The Help Desk Manager leads the National Help Desk team, ensuring exceptional tier‑one support for end users, including password resets, MFA hotline, first‑line support for proprietary applications, after‑hours production on‑call support, and execution of the Production Down Playbook. This role is responsible for developing and enforcing policies, maintaining consistent service levels, supporting users directly when needed, and championing the adoption of modern technologies and AI‑driven solutions.

The candidate must embrace modern methodologies and integrate the use of AI to increase efficiency and innovation, including recommending new AI technologies to continuously improve Help Desk performance and service delivery.

This is a remote position.

• Lead and inspire a 24/7 National Help Desk team of seven employees, fostering a culture of collaboration, accountability, and continuous improvement.
• Evaluate team performance, conduct appraisals, and manage disciplinary actions, compensation adjustments, and promotions.
• Analyze Help Desk metrics and documented resolutions to identify trends, address recurring issues, and implement service improvements.
• Develop, implement, and maintain policies and procedures for incident management and problem resolution.
• Establish and manage Service Level Agreements (SLA’s) to set clear expectations for problem resolution and response times.
• Oversee the Production Down Playbook process, including after‑hours escalation, call initiation, meeting documentation, and quarterly review of call trees.
• Manage the 24/7 On‑Call Rotation schedule, providing escalation support for team members.
• Set and monitor customer service standards, ensuring timely and accurate support.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Prepare regular reports on Help Desk productivity (daily, monthly, quarterly, annually).
• Oversee the development and administration of comprehensive Help Desk staff training procedures and policies.
• Champion the adoption of AI tools and drive technology initiatives forward.
• Take on additional projects and responsibilities as assigned.

• Skilled at building relationships across teams and groups.
• Demonstrated experience maximizing team performance and fostering professional growth.
• Expertise in prioritizing and resolving issues in a high-volume environment.
• Strong organizational and time management skills.
• Experience leading technological initiatives relevant to Help Desk operations.
• Proficiency in supporting Microsoft business applications, MFA, Password resets, and desktop support.
• Track record of supporting enterprise-wide IT technology rollouts.
• Advanced analytical and documentation skills.
• Outstanding customer service and communication skills, especially under pressure.
• Ability to translate complex technical concepts for non-technical audiences.
• Help Desk industry and domain knowledge.
• AI prompt engineering.
• Automation tools such Power Automate.

• 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 leadership role.
• Prior experience managing high-volume call centers, help desks, or customer service teams.
• Experience working with incident management systems (e.g., Service Now, Zendesk).
• Previous experience utilizing AI in a Help Desk environment.

Cor Vel 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.

For 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…