Senior IT Help Desk Manager

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