Help Desk Manager

4423 Pheasant Ridge Road, Roanoke, Virginia 24014

About the role

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. Works closely with the Infrastructure & Network and Business Applications teams to ensure seamless support and operational continuity.

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 for Verizon mobility
• Ensure security and cost management
• Manage device imaging, deployment, refresh cycles
• Track assets, warranties, and decommissioning

Benefits

• 401k
• Full-time & part-time benefits packages
• Training, development & career laddering
• Great work-life balance
• Flexible scheduling