IT Manager, Support Services
London / Cambridge
IT/Security – IT Support Services /
Full-time /
On-site
As the Manager of Support Services, you will be responsible for over seeing and optimizing IT support operations across the globe and managing team performance. In partnership with the Technical Lead for Support Services, you will lead projects and initiatives from concept to completion. This role will report to the Sr. Manager for Engineering and Support and work to advance our support capabilities globally. Your portfolio will include leading the service desk and desktop engineering teams and staff, defining and developing standards, processes and workflows, endpoint management and support, and audio/video systems among others. You must balance technical expertise with strong leadership and management skills to ensure the smooth operation of IT support services across the organization’s locations.
As part of the global IT leadership team, your voice will be critical in helping to develop and execute an enterprise-wide IT strategy and roadmap that is aligned and positioned to innovate and deliver compelling business value on a global scale. Through partnership within and outside of IT, you will work to ensure stakeholders have access to our systems and services whenever and wherever they need them.
You will be supported by a global IT organization, providing cutting-edge solutions and services to scientific teams to increase collaboration, productivity, and development of quantum software, applications, and hardware which will have a future impact on our everyday lives. Previous experience and a track recording of leading high-performing technical teams and exceeding end-user expectations is ideal for this position.
Key Responsibilities:
- Manage and lead a global IT support team. Provide guidance, training and motivation. Set and assess performance standards and outcomes, and provide feedback and guidance as needed.
- Lead the hiring, development, and retention of top talent for your team.
- Identify key performance indicators and hold your team accountable for achieving those metrics (e.g., measurably improve infrastructure reliability, redundancy, security, and scalability) and provide regular summaries and reports for Sr. Leadership review.
- Establish and improve support processes including best practices and industry standards for IT service management, documentation, etc. Ensure timely and effective resolution of IT issues reported by end-users.
- Work closely with other team leaders and managers to align support efforts with company objectives, maintaining a strong focus on collaboration and effective communication.
- May need to work hands-on implementing and supporting global desktop computing standards, including image creation and deployment, update and patch infrastructure and application deployment in a heterogenous environment.
- Proactively communicate and engage with IT, scientific, and enterprise leaders to translate business requirements into solutions and improve engagement and collaboration with critical stakeholders.
- Ensure corporate and enterprise policies and standards are upheld and implemented consistently, uniformly, and within compliance across the globe.
- This role will occasionally need to travel to other sites within the scope of your duties (U.S. based sites, or to Europe and Asia-Pacific) as necessary, to ensure project delivery, oversight, and team mentorship.
- Ability to respond to, manage, resolve, and minimize future after-hours events or crises.
You must have:
- Bachelor's degree in computer science, Engineering, Information Systems or related field and/or equivalent formal training
- 8+ years’ experience in relevant IT Service areas.
- 3+ years’ experience as a Support Manager, or equivalent, leading and mentoring teams responsible for all support functions including project, vendor, and change management.
- 3+ years’ experience working as a senior or principal individual contributor designing, implementing, and supporting endpoint infrastructure at scale in a customer-first enterprise.
- Extensive and demonstrable knowledge of IT systems, services, and hardware.
What we value:
- Experience managing geographically distributed teams including the ability to mentor, motivate, and drive to results. Must be focused on building a collaborative and inclusive work environment for all.
- Experience with vendor management, working with external vendors and service provides to manage relationships, negotiate contracts, and ensure quality of service.
- Experience with budgeting and resource management and planning.
- Clear, concise, and grammatically accurate written and verbal communication skills.
- Project Management experience planning, deploying, and supporting enterprise level support tools and services.
- Relentless pursuit of customer service and employee satisfaction.
- Strong technical leadership abilities, vision and drive.
- Strong knowledge of Microsoft based operating systems. Mac and Linux experience is a plus.
- Ability to document procedures, workflows, and designs to improve technical and operational stability and efficiency.
- ITIL, PMP, Comp TIA, and Microsoft certifications are highly desired.
- Ability to present and communicate IT concepts at all levels of the company.
- Willingness to be flexible in meeting the demands of a fast-moving business.
What is in it for you?
Working alongside a highly talented team, with leading names in the quantum computing industry. We offer a highly competitive package, equity, 28 days of paid holiday (in addition to public holidays), a workplace pension, a positive approach to flexible working and enhanced parental and adoption benefits.
About Us:
Science Led, Enterprise Driven – Accelerating Quantum Computing
Quantinuum is the world’s largest integrated quantum company, pioneering powerful quantum computers and advanced software solutions. Quantinuum’s technology drives breakthroughs in materials discovery, cybersecurity, and next-gen quantum AI. With approximately 500 employees, including 370+ scientists and engineers, Quantinuum leads the quantum computing revolution across continents.
We unite best-in-class software with high-fidelity hardware to accelerate quantum computing. With integrated full-stack technology, our world-class team is rapidly scaling quantum computing. We’re hiring the world’s best talent to make it happen. Join us!
Quantinuum recently secured $300m in funding, visit our news pages to learn more about this and other Quantinuum scientific breakthroughs and achievements: https://www.quantinuum.com/news
Please note that employment with us is subject to successfully passing our pre-employment screening checks. We are an inclusive equal opportunity employer. You will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.
