Role Description The Help Desk Manager is a strategic and hands-on leader responsible for guiding the National Help Desk team and delivering exceptional tier-one support. This role sets the vision for service excellence, drives operational maturity, and ensures consistent, high-quality support across all user touchpoints. The ideal candidate brings proven leadership experience driving the adoption of new and emerging technologies, including AI-driven solutions, to enhance efficiency, scalability, and customer experience. This individual must demonstrate a track record of successfully implementing modern technologies and leading teams through change, while continuously improving service delivery and operational performance. The candidate must have strong technical skills across multiple disciplines. This is a Remote position. Essential Functions & Responsibilities - Lead, mentor, and develop a 24/7 National Help Desk team, establishing a high-performance culture focused on accountability, innovation, 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 and implement improvements. - Develop and maintain policies and procedures for incident management and problem resolution. - Establish and manage SLAs to ensure timely and accurate support. - Oversee the Production Down Playbook and 24/7 on-call rotation. - Drive the evaluation, selection, and implementation of modern technologies, ensuring successful adoption and measurable improvements. - Champion and lead the implementation of AI and emerging technologies with a focus on practical outcomes. - Prepare regular productivity and performance reports. - Oversee staff training programs and development. - Additional duties as assigned. Qualifications - Proven experience leading and delivering technology initiatives within Help Desk or support environments. - Demonstrated ability to lead teams through technology change and adoption. - Strong leadership and team development capabilities. - Experience supporting enterprise IT systems, including Microsoft environments. - Track record of leading or contributing to enterprise-wide technology rollouts. - Strong analytical, organizational, and communication skills. - Ability to translate technical concepts for non-technical users. - Experience with AI tools, automation, and service management platforms. 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 demonstrating successful team management and technology delivery outcomes. - Experience managing high-volume Help Desk or call center environments. - Experience with incident management systems (e.g., ServiceNow). - Demonstrated experience implementing or leading adoption of modern technologies such as AI and automation. Benefits - 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 - Paid time off Company Description 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!).

• Betreuung unseres Produktportfolios im Bereich Medizinprodukte und Arzneimittel • Regelmäßige Besuche in Krankenhäusern, insbesondere im OP, zur Anwenderbetreuung und Produktpräsentation • Durchführung von Schulungen für medizinisches Fachpersonal • Teilnahme an nationalen Kongressen • Markt- und Wettbewerbsbeobachtung sowie Ableitung strategischer Maßnahmen • Enge Zusammenarbeit mit dem Vertrieb • Reisetätigkeit innerhalb Deutschlands inkl. Übernachtungen

• Plan pricing execution and GTM monetization initiatives for new product launches, working closely with Pricing Strategy Director, VP of Sales Operations, Corporate Strategy and Sales leadership to drive growth through pricing and packaging • Coordinate reporting of commercial initiatives for new product and services launches, track adoption and impact of monetization initiatives post-launch for new and updated products, utilizing financial and product metrics • Identify, map, and influence timely deliverables, complex cross-functional dependencies, and enterprise business processes. • Proactively identify roadblocks and execute contingency planning—imperative as priorities, market dynamics, and milestones can be in flux. • Facilitate early engagement with senior stakeholders, in particular GTM / Field to ensure strategic alignment, corporate consistency, and clear notification of new projects and/or deliverables.

• Prepare, analyze, and review Franciscan Alliance's annual Medicare and Medicaid cost reports for accuracy • Make recommendations to optimize Franciscan Alliance's reimbursement under the Medicare/Medicaid program regulations • Monitor changes in DRG reimbursement; rates, weightings, various indexes, cost outliers, and capital and updates DRG profiles to ensure compliance with the federal register • Develop system-wide cost reports for socialization with Franciscan Alliance executive leadership • Conduct multi-year forecasts of government reimbursement programs • Ensure cost reports are prepared in accordance with federal and state regulations