4423 Pheasant Ridge Road, Roanoke, Virginia 24014The 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
401k + Fulltime & Part-time Benefits Packages
Training, Development & Career Laddering
Great work-life balance
Flexible Scheduling
Harmony Senior Services is a fully-integrated management services company led by proven executives with over 100 years of combined experience and a record of successfully managing, marketing, planning, training, consulting to and turning around operations in the senior housing industry.
Harmony has developed a unique care strategy to enhance its senior care services that includes aging in place services, short stay respite services and Alzheimer’s services, resulting in a continuum of care for its senior residents. These core competencies have positioned Harmony to fill a gap between the majority of independent living operators who do not have the ability, the capital, nor the interest to provide care-driven senior housing, and the assisted living operators who are not equipped to meet the marketing challenges of lifestyle choice based senior properties for private pay facilities.
Harmony is an affiliate of Smith/Packett Med-Com, headquartered in southwest Virginia. Smith/Packett is one of the largest senior citizen housing and healthcare development companies in the country, specializing in the design, development, financing, marketing, strategic planning, and operation of healthcare facilities. Harmony Senior Services and Smith/Packett are family owned and operated organizations, which drives the values and goals of all Harmony communities.
Harmony Communities are located in the following areas:
Virginia
North Carolina
South Carolina
Pennsylvania
West Virginia
Tennessee
Georgia
Delaware
Indiana
Ohio
Kentucky
Maryland
We are family serving families.
