Manager, IT End User Services at PsiQuantum

Milpitas, California, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Feb, 26

Salary

160000.0

Posted On

20 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Systems, Helpdesk Ticketing, Microsoft Office 365, Network Troubleshooting, Security Protocols, Leadership, Vendor Management, Communication, Critical Thinking, Problem Solving, Organizational Skills, Team Collaboration, Technical Support, User Training, Documentation, Process Improvement

Industry

Computer Hardware Manufacturing

Description

Quantum computing holds the promise of humanity’s 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 today’s 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 don’t 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 computing’s potential impact and the need to scale this technology to unlock that potential. And we won’t 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. There’s 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 levels—including C-level executives—across 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 recruiting@psiquantum.com. 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 candidate's 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 $110,000—$130,000 USD Bay Area Pay Range $145,000—$160,000 USD

Responsibilities

Lead and develop a team of IT support specialists to ensure a seamless technology experience for employees. Oversee helpdesk operations, manage user-facing technology, and collaborate with other departments to align IT support with organizational objectives.