Location: This role can work onsite or hybrid from our College Park, MD or Bothell, WA offices. We are open to a fully remote option for the right candidate.
Travel: Up to 25%, domestic or international.
Job ID: 1709
The Role:We are seeking a proactive, systems-thinking Global Helpdesk Manager to oversee our end-to-end IT lifecycle, support infrastructure. You will manage teams that support everything from the physical hardware to the automated SaaS workflows that support our global team.
The ideal candidate balances rigorous security compliance with a 'boots-on-the-ground' approach to user support, ensuring our global team has the tools to succeed 24/7. As the face of IT at IonQ, you will deliver exceptional, customer-centric support to all internal teams.
Responsibilities:
IT Operations & Asset Governance- Lead the team responsible for implementing robust inventory systems; oversee regular audit cycles and user-to-asset mapping to maintain 100% fleet accountability.
- Manage key partnerships with Apple and Dell to forecast cost projections and synchronize global hardware supply levels with HR hiring pipelines.
- Direct warehouse operations and surplus storage strategies, ensuring secure hardware reclamation, data sanitization (wiping), and strict adherence to legal hold protocols.
Endpoint Security & Provisioning Leadership- Ensure all global endpoints meet stringent InfoSec and compliance benchmarks by managing the team that supports the full security stack, including MDM and Antivirus.
- Oversee the end-to-end imaging, tagging, and deployment process, ensuring secure and timely hardware delivery to stakeholders worldwide.
- Drive comprehensive compliance audits to guarantee the global fleet remains patched, secure, and aligned with internal security policies.
SaaS Operations & Workflow Automation Leadership- Oversee the team managing 24/7 global HR lifecycles; serve as the final point of escalation for high-sensitivity involuntary terminations and secure data archiving.
- Lead the design and implementation of branded intake systems and backend automation workflows for automated GSuite provisioning and deep SaaS integrations.
- Maintain a robust Role-Based Access Control (RBAC) matrix; establish rigorous audit frameworks for Microsoft and third-party vendor ecosystems to ensure compliance.
Helpdesk Desk Strategy & Executive Support- Direct a support team and lead the transition of the desk to 24x7, 5-day-a-week support; optimize Jira instance to improve response times and user satisfaction.
- Act as the premier escalation point for executive-level troubleshooting and high-stakes collaboration event support.
- Serve as the primary IT liaison for HR leadership.
- Manage and take part in an on-call rotation.
- Ensure internal and customer IT documentation and ticket quality meet IonQ standards.
- Ensure continuous improvement on ticket numbers and quality.
- Provide mentorship to team members globally.
Requirements:- Experience: 6+ years in IT Operations or Helpdesk Management, specifically within a mixed MacOS/Windows/Linux environment.
- Technical Stack: Deep expertise in Jira, MDM solutions, Apple Business Manager, and GSuite/Microsoft Administration.
- Automation: Proven ability to build workflows that connect HRIS systems to IT provisioning tools.
- Communication: Ability to translate complex security requirements into user-friendly policies.
- Availability: Ability to manage a team covering a wide support window (3 am - 5 pm PST) and oversee 24/7 lifecycle emergencies.
Preferred Qualifications:- Certifications in IT Asset Management (ITAM), Certified Software Asset Manager (CSAM), or similar.
The approximate base salary range for this position is $126,887 - $166,127. The total compensation package includes base, bonus, equity, and a range of benefit options found on our career site.
Compensation will vary based on individual factors such as education, qualifications, and experience of the final candidate(s), specific office location, and calibration against relevant market data and internal team equity. Posted base salary figures are subject to change as new market data becomes available. Our benefits include comprehensive medical, dental, and vision plans, matching 401(k), unlimited PTO and paid holidays, parental/adoption leave, legal insurance, and a home technology stipend. Details of participation in these benefit plans will be provided when a candidate receives an offer of employment.
