Senior IT Help Desk Manager

Newfire Global Partners; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Newfire Global Partners is seeking an IT Help Desk Manager to own the day-to-day IT operations for a key client. This is a hands-on, working-manager role: you will personally handle escalations and technical work while managing and developing a small support team.

You will manage a mixed fleet of macOS and Windows machines through Microsoft Intune, including enrollment, policy management, and application deployment.

Qualifications

• Experience managing a mixed macOS and Windows fleet.
• Hands-on troubleshooting and problem solving.
• Ability to communicate with a US-based workforce.
• Proven ability to manage a small IT team and own operations.

Responsibilities

• Oversee ticket intake, triage, resolution times, and escalation paths.
• Perform hands-on technical work and troubleshooting daily.
• Manage a mixed Mac/Windows fleet via Intune and enforce policy deployments.
• Onboard and offboard contractors; coordinate with security and IT staff.
• Lead and develop the IT support technician; participate in hiring panels.

Skills

Hands-on IT support

Team leadership

Client relationship management

English communication

Tools

Microsoft Intune

Microsoft 365 Entra ID

Job description

Newfire Global Partners is a leading technology firm that specializes in building transformative software solutions for some of the world’s most innovative companies. With a presence across four continents, Newfire Global brings deep expertise in digital healthcare, AI-driven analytics, and enterprise technology. The firm’s track record of delivering scalable, high-impact solutions has made it a trusted partner for organizations seeking to drive meaningful change through technology.We are passionate about the purpose-driven mission to help improve the quality of care for patients and are building a collaborative, innovative, and inclusive culture. We are a fully funded company founded by serial entrepreneurs with a stable client base.

Opportunity for impact

Newfire Global Partners, a leader in developing disruptive healthcare technology, collaborates with Fortune 500 companies and start-ups to drive transformation.

Newfire is seeking a IT Help Desk Manager

What's the Project?We are looking for a hands-on IT Help Desk Manager to take ownership of day-to-day IT operations for one of our key clients. This is a hands-on, working-manager role: you will personally handle escalations and technical work while managing and developing a small support team.

The systems, tooling, and processes are already built and running. What we need now is someone responsible and capable enough to take the operational reins and run them well

You will manage one IT support technician initially, with room to grow the team as the engagement expands. You will work alongside a systems administrator and a security operations specialist, who handle deeper infrastructure and security work.

Your day-to-day activities:

• Frontline support operations. Oversee ticket intake, triage, resolution times, and escalation paths. Keep service quality high and response times predictable.
• Hands-on technical work. This is not a purely managerial role. You will be in the tools daily — troubleshooting, configuring, and resolving issues yourself.
• Device and identity management. Manage a mixed fleet of roughly 150 macOS and Windows machines through Microsoft Intune, including enrollment, policy management, and application deployment.
• Onboarding and offboarding. Support a large and fluid population that includes approximately 150 contractors alongside full-time staff. Volume is significant, so process discipline and automation matter.
• Team leadership. Manage, coach, and develop the support technician. Set standards, review work, and build the team as it grows.
• Client relationship. Serve as the primary IT operations contact for the client. Communicate clearly, manage expectations, and represent our organization well.
• Compliance awareness. Operate in an environment that handles protected health information. Follow and reinforce security and compliance practices in everything the team touches
• As a Senior team member, you will be expected to actively participate in our hiring processes by serving on interview panels for future roles across the company.

Please note that employment will be contingent upon providing documentation verifying your legal work authorization in the country of residence, in accordance with applicable law.

You’re a perfect match if you have:

• Demonstrated 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
• Fluent English, written and spoken, for daily work with a U.S.-based workforce
• Availability to work U.S. business hours
• A track record of reliability and ownership. You follow through, you close loops, and you do not need to be closely managed