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Help Desk Manager

Harmony Senior Services -
Roanoke, VA

Apply Now

Job Details

Full-time

Benefits

401(k)

Qualifications

Vendor relationship building

Full Job Description

4423 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, RingCentral, ISPs, Verizon

Own SLAs, escalations, renewals, and performance reviews

Reduce vendor fragmentation

Enterprise Telephony – RingCentral

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

Apply Now

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Help Desk Manager

Information Security and IT Operations Manager

Manager, Technical Implementation

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Manager of IT Application - IFS ERP

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