Manager, IT End User Services

Quantum computing holds the promise of humanitys mastery over the natural world but only if we can build a real quantum computer. PsiQuantum is on a mission to build the first real useful quantum computers capable of delivering the world-changing applications that the technology has long promised. We know that means we will need to build a system with roughly 1 million qubits that supports fault tolerant error correction within a scalable architecture and a data center footprint.

By harnessing the laws of quantum physics quantum computers can provide exponential performance increases over todays most powerful supercomputers offering the potential for extraordinary advances across a broad range of industries including climate energy healthcare pharmaceuticals finance agriculture transportation materials design and many more.

PsiQuantum has determined the fastest path to delivering a useful quantum computer years earlier than the rest of the industry. Our architecture is based on silicon photonics which gives us the ability to produce our components at Tier-1 semiconductor fabs such as GlobalFoundries where we leverage high-volume semiconductor manufacturing processes the same processes that are already producing billions of chips for telecom and consumer electronics applications. We also benefit from the quantum mechanics reality that photons dont feel heat or electromagnetic interference allowing us to take advantage of existing cryogenic cooling systems and industry standard fiber connectivity.

In 2024 PsiQuantum announced two government-funded projects to support the build-out of our first Quantum Data Centers and utility-scale quantum computers in Brisbane Australia and Chicago Illinois. Both projects are backed by nations that understand quantum computings potential impact and the need to scale this technology to unlock that potential. And we wont just be building the hardware but also the fault tolerant quantum applications that will provide industry-transforming results.

Quantum computing is not just an evolution of the decades-old advancement in compute power. It provides the key to mastering our future not merely discovering it. The potential is enormous and we have the plan to make it real. Come join us.

Theres much more work to be done and we are looking for exceptional talent to join us on this extraordinary journey!

Job Summary:

We are seeking an experienced and dynamic Manager of End User Services to lead our IT support team and ensure a seamless technology experience for employees at all levelsincluding C-level executivesacross multiple departments locations and time zones. The ideal candidate combines strong technical expertise with proven leadership and excellent communication skills to drive efficiency consistency and innovation within our IT support services.

Responsibilities:

Team Leadership & Development:

• Lead mentor and develop a team of IT support specialists fostering a culture of excellence and continuous improvement.
• Evaluate team performance provide constructive feedback and implement training programs to enhance skill sets.
• Manage staffing scheduling and resource allocation to ensure optimal coverage and support.

Service and Incident Management:

• Oversee the helpdesk ticketing system ensuring tickets are prioritized assigned and resolved in alignment with established service level agreements (SLAs).
• Monitor ticket trends to identify recurring issues and implement proactive solutions.
• Ensure the team delivers high-priority personalized IT support to C-level executives addressing technical issues promptly and maintaining operational efficiency.
• Develop and enforce helpdesk policies and procedures to enhance service delivery.

User-Facing Technology:

• Ensure highly available email collaboration and file sharing services.
• Deploy and maintain end-user and lab hardware including laptops workstations and printers.
• Design and implement effective videoconferencing and A/V solutions.
• Provide advanced technical support for hardware software and network-related issues ensuring minimal downtime and disruption.
• Collaborate with other IT teams to manage system upgrades installations and configurations.

Identity and Access Management:

• Manage employee and contractor accounts and access lifecycle implementing process and automation improvements.
• Manage access requests and entitlements.

User Training & Documentation:

• Develop and implement training programs to enhance end-user proficiency with IT systems and tools.
• Create maintain and disseminate comprehensive documentation including user guides and FAQs to support self-service and reduce dependency on the help desk.

Cross-Departmental Collaboration:

• Work closely with departments including HR Legal Facilities and Information Security to align IT support with organizational objectives.
• Communicate effectively with stakeholders to understand and address their technology needs and challenges.

Continuous Improvement & Innovation:

• Stay ahead of emerging technologies and industry best practices to continually enhance IT support services.
• Identify opportunities for process improvements and implement solutions to increase efficiency and user satisfaction.
• Manage projects related to end-user services ensuring timely delivery and alignment with business goals.

Experience/Qualifications:

Required Skills and Qualifications:

Technical Proficiency:

• Strong understanding of IT systems and infrastructure including desktops laptops mobile devices and peripherals.
• Proficiency in managing helpdesk ticketing systems and IT service management (ITSM) frameworks.
• Experience with Microsoft Office 365 administration and familiarity with network troubleshooting (DNS VPN static IP).
• Knowledge of security protocols and compliance standards relevant to IT support.

Leadership & Management:

• Proven experience in leading and developing high-performing IT support teams.
• Ability to manage multiple priorities projects and deadlines effectively .
• Experience in vendor management and procurement processes related to IT services and products.

Skills:

• Excellent verbal and written communication skills with the ability to convey technical information to non-technical audiences.
• Strong critical thinking analytical and problem-solving abilities.
• Demonstrated ability to work independently with limited direction and collaboratively within a team.
• Exceptional organizational skills and attention to detail.
• Proven team player with the ability to work effectively across departments sites and time zones.

Experience:

• 7 years of progressive experience in IT support with 3 years in a leadership capacity managing distributed teams.
• Experience working in a lab environment is advantageous.
• Familiarity with startup environments and the ability to adapt to a fast-paced evolving landscape.

PsiQuantum provides equal employment opportunity for all applicants and employees. PsiQuantum does not unlawfully discriminate on the basis of race color religion sex (including pregnancy childbirth or related medical conditions) gender identity gender expression national origin ancestry citizenship age physical or mental disability military or veteran status marital status domestic partner status sexual orientation genetic information or any other basis protected by applicable laws.

Note: PsiQuantum will only reach out to you using an official PsiQuantum email address and will never ask you for bank account information as part of the interview process. Please report any suspicious activity to .

We are not accepting unsolicited resumes from employment agencies.

The ranges below reflect the target ranges for a new hire base salary. One is for the Bay Area (within 50 miles of HQ Palo Alto) the second one (if applicable) is for elsewhere in the US (beyond 50 miles of HQ Palo Alto). If there is only one range it is for the specific location of where the position will be located. Actual compensation may vary outside of these ranges and is dependent on various factors including but not limited to a candidates qualifications including relevant education and training competencies experience geographic location and business needs. Base pay is only one part of the total compensation package. Full time roles are eligible for equity and benefits. Base pay is subject to change and may be modified in the future.

U.S. Base Pay Range

$110000$130000 USD

Bay Area Pay Range

$145000$160000 USD

Required Experience:

Manager