IT Manager

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.

The manager is actively involved with daily team operations, including monitoring and working the Service Now 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.

The 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 Cor Vel’s systems and business processes are essential to effective service delivery.

This is a remote position.

• Lead the evaluation, selection, implementation, and adoption of AI support technologies to achieve automation, and self-service to improve customer experience and increase efficiency
• Lead, mentor, and develop a 24/7 National Help Desk team, establishing a high-performance culture focused on accountability, innovation, and continuous improvement
• Maintain 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
• Maintain consistent communication with Help Desk staff regarding operational changes, outages, procedures, policies, priorities, known issues, and organizational updates affecting support
• Frequent analysis of Service Now Help Desk tickets to understand support demand, identify recurring issues, and pursue root-cause resolutions to implement improvements
• Develop and maintain policies, documentation, procedures and knowledge base articles for incident management and problem resolution
• Regularly review tickets, calls, documentation, and customer interactions to verify troubleshooting quality, documentation accuracy, policy compliance, consistent customer service, and team performance against established SLAs
• Monitor customer feedback and service experience, identify recurring concerns, and implement corrective actions or process improvements when appropriate
• Maintain ownership and accountability for the initiatives, projects, and responsibilities assigned to the management role
• Oversee the Production Down Playbook
• Prepare regular productivity and performance reports
• Oversee staff training programs and development
• Set performance expectations, conduct annual reviews, provide coaching, and address performance concerns in accordance with company policies and established approval processes
• Manage staffing, scheduling, attendance, and coverage to ensure appropriate Help Desk support across all operating hours, including after-hours and on-call responsibilities
• Establish a relationship with IT Services and the managers of these teams working together to enhance or improve processes
• Additional duties as assigned

• Practical proficiency with AI tools and prompt development to streamline workflows, improve daily efficiency, and support consistent service delivery
• Proven ability to lead Help Desk or support technology initiatives through evaluation, planning, implementation, adoption, and results…