Help Desk Supervisor

Portland, OR, United States

The Help Desk Supervisor reports to the Product Support Group Manager and is responsible for managing the operations of the National Help Desk Team. The Help Desk Supervisor will oversee all Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization, and resolution of incidents and service requests, including the monitoring, tracking and coordination of Help Desk functions. The Help Desk Supervisor is also responsible for planning, designing, and analyzing the Help Desk team’s best practices, while ensuring high levels of customer service quality and availability. The Help Desk Supervisor will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Help Desk Supervisor will also contribute to escalated problem resolution by supporting end users directly as needed.

This is a remote role.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

Supervise a 24/7 National Help Desk Team of seven employees, evaluate performance, plan and conduct performance appraisals, administer disciplinary action, raises, and promotions when necessary.

Analyze performance of National Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.

Develop SLAs to establish problem resolution expectations and timeframes.

Manage the Production Down Playbook process.

Participate in ServiceNow implementation, testing, releases, and education and training aspects for technicians and field users.

Set specific customer service standards, ensuring that customer service is timely and accurate daily.

Monitor Help Desk customer satisfaction and ratings.

Contribute to improving customer support by actively responding to queries and handling complaints.

dentify, recommend, and develop tutorials for end users to increase computer literacy.

Develop daily, monthly, quarterly, and annual reports on the Help Desk team’s productivity.

Oversee the development, implementation and administration of Help Desk staff training procedures and policies.

Additional projects and duties as assigned.

KNOWLEDGE & SKILLS:

Relationship management and performance management skills required.

Ability to motivate and direct staff members.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Experience in a fast-paced technology driven business environment supporting and interacting with multiple platforms and senior levels of management is needed.

A Strong working knowledge of enterprise technologies such as networks, windows (server and desktop) and other technologies that are in use in field operations.

Strong trouble shooting/problem resolution skills.

Strong project management and implementation skills.

Strong ability to interact with customers, often under negative circumstances, but have the ability to win them over and communicate technological issues.

Ability to participate in complex problem solving situations.

Must have sufficient technical depth to communicate with development and other internal organizations at a peer level as well as convey technical concepts to non-technical individuals.

Able to interpret the meaning of information for others; can translate or explain what information means and how it can be used.

Able to identify information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

EDUCATION & EXPERIENCE:

Requires a bachelor’s degree or IT Certifications (A+, Network+, MTA, MCSA) with at least 10 years of field experience (experience can be used to substitute for degree or certificates). Familiar with a variety of technology concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of IT leadership tasks. A wide degree of creativity and latitude is expected.

Experience supervising a high-volume Call Center, Help Desk, or Customer Service environment.

Demonstrated technical competence with Microsoft Technologies.

Demonstrated business competence with CorVel core applications.

Experience working as part of a team supporting major IT roll-outs, particularly in a virtual environment.

Strong oral communication skills. Strong technical writing skills and the ability to effectively communicate with CorVel field users, management, and CorVel IT support.

Strong organizational and time management skills are necessary.

PAY RANGE:

CorVel 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 the offer process.

CorVel, a certified Great Place to Work Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries. CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients. We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).

A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

#J-18808-Ljbffr