Manager, Global Helpdesk

10 hours, 50 minutes ago
Full-time
Senior
Customer and Technical Support
IonQ

IonQ

IonQ is a quantum computing company revolutionizing technology with the world's best quantum computers for solving complex problems.

Internet Software & Services
51-250
Founded 2015

Description

  • Lead the team responsible for IT inventory systems, asset audits, and user-to-asset accountability.
  • Manage hardware vendor partnerships, supply forecasting, and coordination with HR hiring pipelines.
  • Direct warehouse operations, secure hardware reclamation, data sanitization, and legal hold processes.
  • Oversee endpoint security, including MDM, antivirus, patching, and compliance across global devices.
  • Lead end-to-end imaging, tagging, provisioning, and deployment of hardware worldwide.
  • Drive compliance audits and maintain security alignment for the global fleet.
  • Oversee 24/7 HR lifecycle support, including sensitive involuntary termination workflows and secure data archiving.
  • Design and implement intake systems and automation workflows for SaaS provisioning and integrations.
  • Maintain RBAC controls and audit frameworks across Microsoft and third-party vendor ecosystems.
  • Direct helpdesk strategy, including the transition to 24x7, 5-day-a-week support, while improving Jira performance, response times, and ticket quality.

Requirements

  • 6+ years of experience in IT operations or helpdesk management.
  • Experience supporting a mixed MacOS, Windows, and Linux environment.
  • Deep expertise in Jira, MDM solutions, Apple Business Manager, and GSuite/Microsoft administration.
  • Proven ability to build workflows that connect HRIS systems to IT provisioning tools.
  • Ability to translate complex security requirements into user-friendly policies.
  • Ability to manage a support window covering 3 am to 5 pm PST and 24/7 lifecycle emergencies.
  • Experience serving as an escalation point for executive troubleshooting and high-stakes support events.
  • Certification in IT Asset Management (ITAM), Certified Software Asset Manager (CSAM), or similar preferred.
  • Must meet applicable U.S. export control and government contract eligibility requirements.
  • Ability to travel up to 25% domestically or internationally.

Benefits

  • Approximate base salary range of $126,887 to $166,127.
  • Total compensation includes base salary, bonus, equity, and additional benefit options.
  • Comprehensive medical, dental, and vision plans.
  • Matching 401(k).
  • Unlimited PTO and paid holidays.
  • Parental/adoption leave.
  • Legal insurance.
  • Home technology stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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