Manager, Global Helpdesk

IonQ•College Park, MD

6h•$126,887 - $166,127•Hybrid

About The Position

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.

Requirements

6+ years in IT Operations or Helpdesk Management, specifically within a mixed MacOS/Windows/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 team covering a wide support window (3 am – 5 pm PST) and oversee 24/7 lifecycle emergencies.

Nice To Haves

Certifications in IT Asset Management (ITAM), Certified Software Asset Manager (CSAM), or similar.

Responsibilities

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.