Manager, Global Helpdesk
New
I
IonQQuantum Computing
Bothell, Washington, United States; College Park, Maryland, United States; Remote, US, 3 am – 5 pm PST coverageFull-TimeManager
Salary$126,887 - $166,127
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Job Details
- Experience
- 6+ years
- Required Skills
- JiraLinuxGoogle Workspace
Requirements
- 6+ years of experience in IT Operations or Helpdesk Management.
- Deep expertise in mixed-OS environments (MacOS, Windows, and Linux).
- Proficiency with Jira for incident and service management.
- Proven experience with Mobile Device Management (MDM) solutions.
- Experience with Apple Business Manager and device provisioning.
- Strong administration experience with GSuite and Microsoft ecosystems.
- Demonstrated ability to build workflows connecting HRIS systems to IT provisioning tools.
- Ability to translate complex security requirements into user-friendly policies.
- Ability to manage teams covering a wide support window (3 am – 5 pm PST).
- Availability for on-call rotation and 24/7 lifecycle emergency oversight.
Responsibilities
- Lead the team responsible for implementing robust inventory systems and oversee regular audit cycles.
- Manage key partnerships with Apple and Dell to forecast hardware requirements.
- Direct warehouse operations and secure hardware reclamation strategies.
- Ensure global endpoints meet InfoSec and compliance benchmarks through MDM and Antivirus management.
- Oversee the end-to-end imaging, tagging, and deployment of hardware.
- Design and implement branded intake systems and backend automation workflows for provisioning and SaaS integrations.
- Maintain a robust Role-Based Access Control (RBAC) matrix for Microsoft and third-party vendors.
- Direct a support team and transition helpdesk operations to 24x7 coverage.
- Act as the primary escalation point for executive-level troubleshooting and high-stakes support.
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