Senior IT Help Desk Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Supervise ticket intake, triage, resolution timelines, and escalation procedures.

• Conduct hands-on troubleshooting, configuration, and resolution of issues.

• Oversee approximately 150 macOS and Windows devices via Microsoft Intune, including enrollment, policy management, and application distribution.

• Facilitate onboarding and offboarding processes for about 150 contractors and full-time employees.

• Manage, mentor, and develop one IT support technician; establish standards and review their work.

• Expand the support team as client engagement increases.

• Act as the main IT operations contact for the client.

• Clearly communicate, manage expectations, and represent Newfire Global Partners to the client.

• Adhere to and promote security and compliance protocols when dealing with protected health information.

• Engage in company hiring processes by participating in interview panels for future positions.

⛳️ Requirements

• Proven experience in managing a diverse macOS and Windows environment, preferably through Microsoft Intune.

• Strong proficiency with the Microsoft 365 ecosystem, especially Entra ID.

• Authentic hands-on technical skills; capable of solving issues independently rather than merely directing them.

• Proficient in English, both written and spoken, for daily interactions with a U.S.-based team.

• Availability to work during U.S. business hours.

• A demonstrated history of reliability and accountability; ability to follow through, close loops, and work autonomously.

• Legal authorization to work in the country of residence, with documentation to confirm eligibility.

• Experience in managing a support team and fostering the development of team members.

• Background in IT support operations, including ticket intake, triage, resolution timelines, and escalation processes.

• Familiarity with device enrollment, policy management, and application deployment through Microsoft Intune.

• Experience facilitating onboarding and offboarding for a sizable contractor and employee base.

• Capability to operate in an environment that handles protected health information while adhering to security and compliance standards.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional growth and development.

• Flexible work environment with remote work options.

• Engaging and collaborative company culture.