Senior IT Help Desk Manager

About the role

Newfire Global Partners is looking for a hands-on IT Help Desk Manager to take ownership of day-to-day IT operations for one of its key clients. This is a 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.

Key responsibilities

• Oversee frontline support: ticket intake, triage, resolution times and escalation paths, keeping service quality high and response times predictable.
• Handle escalations and technical work yourself, troubleshooting and configuring issues daily.
• Manage a mixed fleet of roughly 150 macOS and Windows machines through Microsoft Intune, including enrollment, policy management and application deployment.
• Support onboarding and offboarding of a large, fluid population of about 150 contractors alongside full-time staff, using process discipline and automation.
• Manage, coach and develop the initial support technician, set standards and review work.
• Serve as the primary IT operations contact for the client, communicating clearly and managing expectations.
• Follow security and compliance practices in an environment handling protected health information.
• Take part in hiring panels for future roles across the company.

Required profile

• 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 to solve problems yourself.
• Fluent written and spoken English for daily work with a U.S.-based workforce.
• Availability to work U.S. business hours.
• A track record of reliability and ownership; does not need to be closely managed.
• Legal work authorization in the country of residence.