Senior IT Help Desk Manager — Hands-on, Client‑Facing Ops Lead

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 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.