Senior IT Help Desk Manager

About the role

Newfire Global Partners seeks a hands‑on Senior IT Help Desk Manager to own day‑to‑day IT operations for a key client. You will combine technical work with team leadership, ensuring high‑quality support for a mixed fleet of devices.

Key responsibilities

• Oversee ticket intake, triage, resolution times and escalation paths while maintaining service quality.
• Perform hands‑on troubleshooting, configuration and issue resolution on macOS and Windows devices.
• Manage device and identity lifecycle for ~150 machines via Microsoft Intune, including enrollment, policy enforcement and app deployment.
• Support onboarding and off‑boarding of ~150 contractors and full‑time staff, emphasizing process discipline and automation.
• Lead, coach and develop the support technician, setting standards and expanding the team as needed.
• Serve as primary IT operations contact for the client, communicating expectations and representing Newfire.
• Ensure compliance with protected health information regulations and reinforce security practices.

Required profile

• Proven experience managing mixed macOS and Windows environments, preferably using Microsoft Intune.
• Strong knowledge of the Microsoft 365 ecosystem, especially Entra ID.
• Hands‑on technical ability to solve problems directly, not just route them.
• Fluent written and spoken English and availability to work U.S. business hours.
• Demonstrated reliability, ownership and the ability to work without close supervision.

Required skills

• macOS
• Windows
• Microsoft Intune
• Microsoft 365
• Entra ID