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
Skills Required
- Lead, coach, and develop a Helpdesk team
- Own daily helpdesk operations and act as primary escalation point for critical incidents
- User provisioning and deprovisioning across Microsoft 365 and SaaS applications
- Manage enterprise telephony (RingCentral) including provisioning, call routing, and E911
- Manage vendors and service providers (Microsoft, RingCentral, ISPs, Verizon), SLAs, escalations, and renewals
- Manage multi-carrier internet environments, installs, outages, and upgrades
- Manage mobility (Verizon) devices, plans, billing, upgrades, and security
- Manage PC and tablet imaging, deployment, refresh cycles, asset tracking, warranties, and decommissioning
- Enforce role-based access and least-privilege principles and support audits/compliance
What We Do
Harmony Senior Services is a management company that operates senior living communities, providing a continuum of care including independent living, assisted living, and memory care services.
