Help Desk Manager

## Help Desk Manager Apply remote type:
Hybrid locations:
Roanoke, Virginia:
Charleston, South Carolina time type:
Full time posted on:
Posted Todayjob requisition :
JR
- Pheasant Ridge Road, Roanoke, Virginia 24014#

Job Description The Helpdesk Manager leads enterprise IT support operations for a geographically distributed senior living organization with 50+ communities. This role is responsible for delivering reliable, responsive, and operationally critical technology support across corporate offices and communities, with strong ownership of access and identity management, vendor relationships, enterprise telephony, internet and carrier services, mobile devices, and end-user computing.
The Helpdesk Manager works closely with the Infrastructure & Network and Business Applications teams to ensure seamless support and operational continuity.

Leadership & Team Management
• Lead, coach, and develop a Helpdesk team
• Establish staffing models and escalation coverage
• Train technicians on support workflows
• Set performance metrics and drive continuous improvement

Helpdesk Operations & Escalation
• Own daily helpdesk operations across all locations
• Act as primary escalation point for critical incidents
• Coordinate with Infrastructure & Network and Business Applications teams
• Ensure consistent ticket documentation

Access & Identity Management
• Own user provisioning and deprovisioning across Microsoft 365, SaaS applications, and devices
• Ensure timely onboarding and offboarding aligned with HR
• Enforce role-based access and least-privilege principles
• Oversee device provisioning tied to access identity
• Support audits and compliance

Vendor & Service Provider Management
• Manage vendors including Microsoft, Ring Central, ISPs, Verizon
• Own SLAs, escalations, renewals, and performance reviews
• Reduce vendor fragmentation

Enterprise Telephony – Ring Central
• Manage enterprise phone system across communities
• Handle user provisioning, call routing, E911
• Escalation owner for telephony outages

Internet & Carrier Services
• Manage multi-carrier internet environments
• Coordinate installs, outages, and upgrades
• Partner with Infrastructure team Mobility Management – Verizon
• Manage devices, plans, billing, upgrades
• Ensure security and cost management PC and Tablet Computing Configuration & Lifecycle Management
• Manage device imaging, deployment, refresh cycles
• Track assets, warranties, and decommissioning# Why Harmony?
* 401k + Fulltime & Part-time Benefits Packages
* Training, Development & Career Laddering
* Great work-life balance
* Flexible Scheduling### Welcome Harmony Senior Services is a certified Great Place To Work and one of the country’s fastest growing companies in the luxury senior living industry offering independent living, assisted living, and memory care in 45+ locations across the United States.### About UsHarmony Senior Services was founded on the belief that people deserve access to high quality senior living options.

It is our honor to provide each resident, family member, and associate with the same care, compassion, and respect we would for our own family. We are a family serving families. Our team members are the foundation of the Harmony family, and we strive to create an environment where everyone feels safe, supported, and valued. We are passionate about serving our residents and their families while fostering a meaningful and fulfilling workplace for our team.

Begin your journey with Harmony Senior Services and join one of the leaders in the senior living industry today!### EOE Statement We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other legally protected status.

We are committed to fostering a diverse and inclusive workplace.
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