Senior IT Help Desk Lead for Healthcare Tech & Client Ops

Newfire Global Partners; Medellín; On-site; COP 60,000,000 - 120,000,000; Full time

Job summary

Newfire Global Partners in Colombia is seeking a hands-on Senior IT Help Desk Manager to lead day-to-day IT operations for a key client. You will personally handle escalations, perform troubleshooting, and guide a small support team in delivering consistent service.

The role requires managing a mixed macOS and Windows fleet via Microsoft Intune, a strong grasp of the Microsoft 365 ecosystem, and clear communication with a U.S.-based workforce during US business hours.

Qualifications

• Experience managing a mixed macOS and Windows fleet, ideally through Microsoft Intune.
• Strong working knowledge of the Microsoft 365 ecosystem, particularly Entra ID.
• Genuine hands-on technical ability — you can solve problems yourself, not just route them.

Responsibilities

• Frontline support operations: oversee ticket intake, triage, resolution times and escalation paths.
• Hands-on technical work: troubleshoot, configure and resolve issues in the tools daily.
• Device and identity management: manage a mixed fleet via Microsoft Intune, enrollment, policy management and application deployment.
• Onboarding and offboarding: support a large population including contractors; implement process discipline and automation.
• Team leadership: manage, coach and develop the support technician; set standards and grow the team.
• Client relationship: serve as the primary IT operations contact for the client; manage expectations and represent the organization well.
• Compliance awareness: operate in an environment handling protected health information and reinforce security practices.

Skills

Microsoft Intune

Microsoft 365 ecosystem

Hands-on troubleshooting

Fluent English

Team leadership

Client relationship management

Job description

Newfire Global Partners in Colombia is seeking a hands-on Senior IT Help Desk Manager to lead day-to-day IT operations for a key client. You will personally handle escalations, perform troubleshooting, and guide a small support team in delivering consistent service.

The role requires managing a mixed macOS and Windows fleet via Microsoft Intune, a strong grasp of the Microsoft 365 ecosystem, and clear communication with a U.S.-based workforce during US business hours.