Manager, IT End User Services

PsiQuantum’s mission is to build the first useful quantum computers—machines capable of delivering the breakthroughs the field has long promised. Since our founding in 2016, our singular focus has been to build and deploy million-qubit, fault-tolerant quantum systems. 

Quantum computers harness the laws of quantum mechanics to solve problems that even the most advanced supercomputers or AI systems will never reach. Their impact will span energy, pharmaceuticals, finance, agriculture, transportation, materials, and other foundational industries. 

Our architecture and approach is based on silicon photonics. By leveraging the advanced semiconductor manufacturing industry—including partners like GlobalFoundries—we use the same high-volume processes that already produce billions of chips for telecom and consumer electronics. Photonics offers natural advantages for scale: photons don’t feel heat, are immune to electromagnetic interference, and integrate with existing cryogenic cooling and standard fiber-optic infrastructure. 

In 2024, PsiQuantum announced government-funded projects to support the build-out of our first utility-scale quantum computers in Brisbane, Australia, and Chicago, Illinois. These initiatives reflect a growing recognition that quantum computing will be strategically and economically defining—and that now is the time to scale. 

PsiQuantum also develops the algorithms and software needed to make these systems commercially valuable. Our application, software, and industry teams work directly with leading Fortune 500 companies—including Lockheed Martin, Mercedes-Benz, Boehringer Ingelheim, and Mitsubishi Chemical—to prepare quantum solutions for real-world impact. 

Quantum computing is not an extension of classical computing. It represents a fundamental shift—and a path to mastering challenges that cannot be solved any other way. The potential is enormous, and we have a clear path to make it real. 

Come join us. 

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 [email protected].

We are not accepting unsolicited resumes from employment agencies.