Senior IT Help Desk Manager

Job not on LinkedIn

🔥 2 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Newfire Global Partners

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Newfire Global Partners is an American IT services and advisory firm (founded in 2016 in Boston) that provides talent augmentation, software engineering, data & analytics, and AI/ML advisory to enterprise and investor clients. The company offers multidisciplinary engineering, product, and marketing teams, technical due diligence for VC/PE, data platform optimization, and an internal ML tool (Novel Heat) to improve code quality and Scrum velocity. Newfire operates across the Americas, Europe, and APAC with a 24x5 follow-the-sun delivery model and focuses on sectors such as digital healthcare, fintech, cybersecurity, and education technology.

📋 Description

• Oversee ticket intake, triage, resolution times, and escalation paths • Perform hands-on troubleshooting, configuration, and issue resolution • Manage approximately 150 macOS and Windows machines through Microsoft Intune, including enrollment, policy management, and application deployment • Support onboarding and offboarding for approximately 150 contractors and full-time staff • Manage, coach, and develop one IT support technician; set standards and review work • Build the support team as the client engagement grows • Serve as the primary IT operations contact for the client • Communicate clearly, manage expectations, and represent Newfire Global Partners to the client • Follow and reinforce security and compliance practices when handling protected health information • Participate in company hiring processes by serving on interview panels for future roles

🎯 Requirements

• 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; ability to follow through, close loops, and work without close management • Legal work authorization in the country of residence, with documentation verifying authorization • Experience managing a support team and developing team members • Experience with IT support operations, ticket intake, triage, resolution times, and escalation paths • Experience with device enrollment, policy management, and application deployment through Microsoft Intune • Experience supporting onboarding and offboarding for a large contractor and employee population • Ability to operate in an environment handling protected health information and follow security and compliance practices