Help Desk Manager

Harmony Senior Services•Roanoke, VA

1d•Onsite

About The Position

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.

Requirements

Leads enterprise IT support operations for a senior living organization with 50+ communities.
Delivers reliable, responsive, and operationally critical technology support.
Manages access and identity management.
Manages vendor relationships.
Manages enterprise telephony.
Manages internet and carrier services.
Manages mobile devices.
Manages end-user computing.
Works closely with Infrastructure & Network and Business Applications teams.
Leads, coaches, and develops a Helpdesk team.
Establishes staffing models and escalation coverage.
Trains technicians on support workflows.
Sets performance metrics and drives continuous improvement.
Owns daily helpdesk operations across all locations.
Acts as primary escalation point for critical incidents.
Coordinates with Infrastructure & Network and Business Applications teams.
Ensures consistent ticket documentation.
Owns user provisioning and deprovisioning across Microsoft 365, SaaS applications, and devices.
Ensures timely onboarding and offboarding aligned with HR.
Enforces role-based access and least-privilege principles.
Oversees device provisioning tied to access identity.
Supports audits and compliance.
Manages vendors including Microsoft, RingCentral, ISPs, Verizon.
Owns SLAs, escalations, renewals, and performance reviews.
Reduces vendor fragmentation.
Manages enterprise phone system across communities.
Handles user provisioning, call routing, E911.
Is the escalation owner for telephony outages.
Manages multi-carrier internet environments.
Coordinates installs, outages, and upgrades.
Partners with Infrastructure team.
Manages devices, plans, billing, upgrades.
Ensures security and cost management.
Manages device imaging, deployment, refresh cycles.
Tracks assets, warranties, and decommissioning.

Responsibilities

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
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
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
Manage vendors including Microsoft, RingCentral, ISPs, Verizon
Own SLAs, escalations, renewals, and performance reviews
Reduce vendor fragmentation
Manage enterprise phone system across communities
Handle user provisioning, call routing, E911
Escalation owner for telephony outages
Manage multi-carrier internet environments
Coordinate installs, outages, and upgrades
Partner with Infrastructure team
Manage devices, plans, billing, upgrades
Ensure security and cost management
Manage device imaging, deployment, refresh cycles
Track assets, warranties, and decommissioning