Manager, IT End User Services

Job Description

Job Title: Manager, IT End User Services. Location: Milpitas, California, United States

The role combines technical expertise with leadership skills to enhance efficiency, consistency, and innovation within IT support services.

Responsibilities:

Team Leadership & Development:

• Lead, mentor, and develop a team of IT support specialists.
• Evaluate performance and implement training programs to enhance skills.
• Manage staffing, scheduling, and resource allocation for optimal coverage.

Service and Incident Management:

• Oversee helpdesk ticketing system, ensuring SLA compliance.
• Monitor ticket trends and implement proactive solutions;
• Provide high-priority support for executives and address technical issues promptly.
• Develop and enforce helpdesk policies and procedures.

User-Facing Technology:

• Ensure availability of email, collaboration, and file sharing services.
• Deploy and maintain end-user and lab hardware, including laptops, workstations, and printers.
• Design and implement videoconferencing and A/V solutions;
• Provide advanced technical support for hardware, software, and network issues.
• Collaborate with IT teams for system upgrades and configurations.

Identity and Access Management:

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

User Training & Documentation:

• Develop training programs to improve proficiency with IT systems and tools.
• Maintain comprehensive documentation, user guides, and FAQs to support self-service.

Cross-Departmental Collaboration:

• Work with HR, Legal, Facilities, and Information Security to align IT support with organizational goals.
• Communicate effectively with stakeholders to understand technology needs;

Continuous Improvement & Innovation:

• Stay updated on emerging technologies and industry best practices.
• Identify and implement process improvements to increase efficiency and user satisfaction.
• Manage projects related to end-user services, ensuring timely delivery and alignment with business goals.

Qualifications:

Technical Proficiency:

• Strong understanding of IT systems, desktops, laptops, mobile devices, and peripherals.
• Experience with helpdesk ticketing systems and ITSM frameworks;
• Knowledge of Microsoft Office 365 administration and network troubleshooting (DNS, VPN, static IP).
• Familiarity with security protocols and compliance standards for IT support.

Leadership & Management:

• Proven experience leading and developing high-performing IT support teams.
• Ability to manage multiple priorities, projects, and deadlines;
• Experience in vendor management and IT procurement.

Skills:

• Excellent verbal and written communication skills for technical and non-technical audiences.
• Strong critical thinking, analytical, and problem-solving abilities;
• Ability to work independently and collaboratively across teams and time zones.
• Exceptional organizational skills and attention to detail.

Experience:

• 7+ years in IT support, with 3+ years in leadership managing distributed teams.
• Experience in a lab environment is a plus;
• Familiarity with startup environments and fast-paced, evolving landscapes.

Benefits & Compensation:

• Bay Area Base Salary: $145,000 – $160,000 USD
• US Base Salary: $110,000 – $130,000 USD
• Full-time roles eligible for equity and benefits;
• Base pay is one component of the total compensation package

Application Instructions: Submit resume/CV and cover letter (include the word "purple" in cover letter); PsiQuantum will only contact you via official company email; Do not share bank or personal financial information with recruiters