Help Desk Manager

## Help Desk ManagerApplyremote type: Hybridlocations: Roanoke, Virginia: Charleston, South Carolinatime type: Full timeposted on: Posted Todayjob requisition id: JR-0026924423 Pheasant Ridge Road, Roanoke, Virginia 24014# Job DescriptionThe 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 improvementHelpdesk 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 documentationAccess & 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 complianceVendor & Service Provider Management• Manage vendors including Microsoft, RingCentral, ISPs, Verizon• Own SLAs, escalations, renewals, and performance reviews• Reduce vendor fragmentationEnterprise Telephony – RingCentral• Manage enterprise phone system across communities• Handle user provisioning, call routing, E911• Escalation owner for telephony outagesInternet & Carrier Services• Manage multi-carrier internet environments• Coordinate installs, outages, and upgrades• Partner with Infrastructure teamMobility Management – Verizon• Manage devices, plans, billing, upgrades• Ensure security and cost managementPC 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### WelcomeHarmony 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 StatementWe 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. #J-18808-Ljbffr