{"id":1962359,"url":"https://alion.io/job/newfire-global-partners-senior-it-help-desk-manager","title":"Senior IT Help Desk Manager","company":{"id":7443,"name":"Newfire Global Partners","domain":"newfireglobal.com","url":"https://alion.io/company/newfire-global-partners","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["Medellín, Colombia"],"countries":["CO"],"hiring_countries":["CO"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":18000,"max_usd":48000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":881},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Entra ID","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-10-05T16:05:56Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-28T19:00:11Z","board_verified":false,"closed_at":"2026-10-28T19:00:11Z","days_open":23,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":23},"description":"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.\nWe 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.\n\nOpportunity for impact\n\nNewfire Global Partners, a leader in developing disruptive healthcare technology, collaborates with Fortune 500 companies and start-ups to drive transformation.\n\nNewfire is seeking a IT Help Desk Manager\nWhat's the Project?\n 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.\n\nThe 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\n\nYou 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.\n\nYour day-to-day activities:\nFrontline support operations. Oversee ticket intake, triage, resolution times, and escalation paths. Keep service quality high and response times predictable.\nHands-on technical work. This is not a purely managerial role. You will be in the tools daily - troubleshooting, configuring, and resolving issues yourself.\nDevice and identity management. Manage a mixed fleet of roughly 150 macOS and Windows machines through Microsoft Intune, including enrollment, policy management, and application deployment.\nOnboarding 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.\nTeam leadership. Manage, coach, and develop the support technician. Set standards, review work, and build the team as it grows.\nClient relationship. Serve as the primary IT operations contact for the client. Communicate clearly, manage expectations, and represent our organization well.\nCompliance awareness. Operate in an environment that handles protected health information. Follow and reinforce security and compliance practices in everything the team touches\nAs 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.\nPlease note that employment will be contingent upon providing documentation verifying your legal work authorization in the country of residence, in accordance with applicable law.\n\nYou’re a perfect match if you have:\nDemonstrated experience managing a mixed macOS and Windows fleet, ideally through Microsoft Intune\nStrong working knowledge of the Microsoft 365 ecosystem, particularly Entra ID\nGenuine hands-on technical ability - you can solve problems yourself, not just route them\n Fluent English, written and spoken, for daily work with a U.S.-based workforce\nAvailability to work U.S. business hours\nA track record of reliability and ownership. You follow through, you close loops, and you do not need to be closely managed","description_format":"text","description_chars":3788,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Colombia","iso":"CO","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Custom Software Development","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-06T16:05:56Z"},{"event":"close","at":"2026-10-28T19:00:11Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/newfire-global-partners-senior-it-help-desk-manager","json_url":"https://alion.io/job/newfire-global-partners-senior-it-help-desk-manager.json","meta":{"generated_at":"2026-10-30T22:34:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13458,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7443},"rest":"https://alion.io/mcp/rest/get_company?id=7443"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnewfire-global-partners-senior-it-help-desk-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnewfire-global-partners-senior-it-help-desk-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnewfire-global-partners-senior-it-help-desk-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/newfire-global-partners-senior-it-help-desk-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnewfire-global-partners-senior-it-help-desk-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1962359}},{"tool":"search_jobs","arguments":{"company":"newfireglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1962359},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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