The Role
Manage day-to-day IT help desk operations for a client, including ticket triage, escalations, hands-on troubleshooting, device and identity management, onboarding and offboarding, and Microsoft Intune administration across macOS and Windows fleets. Lead and develop a support technician, maintain client relationships, uphold compliance practices for protected health information, and support hiring activities.
Summary Generated by Built In
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
About
Newfire Global Partners is a leading custom software development company that specializes in working on complex problems. With a strong focus on meeting the unique needs of each organization, they connect clients with local leaders and trusted remote teams to deliver exceptional IT services and software development solutions. Their range of expertise spans various domains, including Data & Analytics, AI/ML, Software Engineering, Product Management, and Marketing. By leveraging recent innovations in artificial intelligence, Newfire Global Partners ensures that their clients can transform the new normal into a competitive advantage. Through their advisory services, experienced leaders guide businesses through transformations and de-risk operations throughout the entire lifecycle. They also offer talent augmentation, bringing together highly skilled professionals from multi-disciplinary teams to support software, product, and marketing needs. Newfire Global Partners is committed to providing excellent service and driving client growth. Their team of industry experts works closely with organizations, whether it's driving transformation, building from scratch, or getting things done efficiently. Trusted by VC & PE firms, established businesses, and startups, Newfire Global Partners is proud to be a reliable partner in various industries, including healthcare, enterprise, and fintech. Partner with Newfire Global Partners today and unlock the expertise that accelerates success.
Skills Required
- Experience managing mixed macOS and Windows device fleets
- Experience with Microsoft Intune, including enrollment, policy management, and application deployment
- Strong working knowledge of Microsoft 365, particularly Entra ID
- Hands-on technical troubleshooting and problem-solving ability
- Fluent written and spoken English
- Availability to work U.S. business hours
- Track record of reliability, ownership, follow-through, and independent work
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The Company
What We Do
Newfire Global Partners is a technology and advisory firm founded in 2016. They specialize in software development, staff augmentation, and strategic advisory services, helping organizations navigate digital transformation. Their work spans high-impact industries, with a particular emphasis on digital healthcare, fintech, and cybersecurity. They focus on solving complex challenges through product-led thinking, business strategy, and the practical application of AI to drive measurable growth and operational success.
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