Help Desk Manager at Harmony Senior Services LLC — Roanoke, VA
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
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Questions about this Help Desk Manager role
- Is the Help Desk Manager role at Harmony Senior Services LLC still open?
- Yes — this posting is active and accepting applications through 2026-08-25. Listings can close once filled, so apply soon.
- Where is the Help Desk Manager job at Harmony Senior Services LLC located?
- This role is based in Roanoke, VA.
- How do I apply for the Help Desk Manager role at Harmony Senior Services LLC?
- Apply directly through Harmony Senior Services LLC's official hiring system, or let the Jobeezy app fill out and submit the application for you automatically.
- Does Jobeezy apply to jobs for me?
- Yes. Jobeezy can auto-apply to roles like this Help Desk Manager position on your behalf — you set your preferences once and confirm, and it handles the rest.
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