Manager, Global Helpdesk

Manager, Global Helpdesk

IonQ, Inc. is the world's leading quantum platform and merchant supplier - delivering integrated quantum solutions across computing, networking, sensing, and security. IonQ's newest generation of quantum computers, the IonQ Tempo, is the latest in a line of cutting-edge systems that have been helping customers and partners including Amazon Web Services, and AstraZeneca achieve 20x performance results and accelerate innovation in drug discovery, materials science, financial modeling, logistics, cybersecurity, and defense. In 2025, the company achieved 99.99% two-qubit gate fidelity, setting a world record in quantum computing performance. Headquartered in College Park, Maryland, IonQ has operations in California, Colorado, Massachusetts, Tennessee, Washington, Italy, South Korea, Sweden, Switzerland, Canada, and the United Kingdom. Our quantum computing services are available through all major cloud providers, while we also meet the needs of networking and sensing customers across land, sea, air, and space. IonQ is making quantum platforms more accessible and impactful than ever before.

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.

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.

At IonQ, we believe in fair treatment, access, opportunity, and advancement for all while striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are dedicated to creating an environment where individuals can feel welcomed, respected, supported, and valued. We are committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, military or veteran status, or any other basis protected by law. We are proud to be an Equal Employment Opportunity employer.

US Technical Jobs. The position you are applying for will require access to technology that is subject to U.S. export control and government contract restrictions. Employment with IonQ is contingent on either verifying "U.S. Person" (e.g., U.S. citizen, U.S. national, U.S. permanent resident, or lawfully admitted into the U.S. as a refugee or granted asylum) status for export controls and government contracts work, obtaining any necessary license, and/or confirming the availability of a license exception under U.S. export controls. Please note that in the absence of confirming you are a U.S. Person for export control and government contracts work purposes, IonQ may choose not to apply for a license or decline to use a license exception (if available) for you to access export-controlled technology that may require authorization, and similarly, you may not qualify for government contracts work that requires U.S. Persons, and IonQ may decline to proceed with your application on those bases alone. Accordingly, we will have some additional questions regarding your immigration status that will be used for export control and compliance purposes, and the answers will be reviewed by compliance personnel to ensure compliance with federal law.

US Non-Technical Jobs. Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum. Accordingly, we will have some additional questions regarding your immigration status that will be used for export control and compliance purposes, and the answers will be reviewed by compliance personnel to ensure compliance with federal law.

If you are interested in being a part of our team and mission, we encourage you to apply!