Global Helpdesk Manager, IonQ

• We are seeking a proactive, systems-thinking Global Helpdesk Manager to oversee our end-to-end IT lifecycle, support infrastructure
• 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
• 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
• If you are interested in being a part of our team and mission, we encourage you to apply!

Desirable

• You will manage teams that support everything from the physical hardware to the automated SaaS workflows that support our global team
• 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
• 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
• 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
• 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