Role Description We are seeking a proactive, systems-thinking Global Helpdesk Manager to oversee our end-to-end IT lifecycle, support infrastructure. You will manage teams that support everything from the physical hardware to the automated SaaS workflows that support our global team. The ideal candidate balances rigorous security compliance with a 'boots-on-the-ground' approach to user support, ensuring our global team has the tools to succeed 24/7. As the face of IT at IonQ, you will deliver exceptional, customer-centric support to all internal teams. Responsibilities - IT Operations & Asset Governance - Lead the team responsible for implementing robust inventory systems; oversee regular audit cycles and user-to-asset mapping to maintain 100% fleet accountability. - Manage key partnerships with Apple and Dell to forecast cost projections and synchronize global hardware supply levels with HR hiring pipelines. - Direct warehouse operations and surplus storage strategies, ensuring secure hardware reclamation, data sanitization (wiping), and strict adherence to legal hold protocols. - Endpoint Security & Provisioning Leadership - Ensure all global endpoints meet stringent InfoSec and compliance benchmarks by managing the team that supports the full security stack, including MDM and Antivirus. - Oversee the end-to-end imaging, tagging, and deployment process, ensuring secure and timely hardware delivery to stakeholders worldwide. - Drive comprehensive compliance audits to guarantee the global fleet remains patched, secure, and aligned with internal security policies. - SaaS Operations & Workflow Automation Leadership - Oversee the team managing 24/7 global HR lifecycles; serve as the final point of escalation for high-sensitivity involuntary terminations and secure data archiving. - Lead the design and implementation of branded intake systems and backend automation workflows for automated GSuite provisioning and deep SaaS integrations. - Maintain a robust Role-Based Access Control (RBAC) matrix; establish rigorous audit frameworks for Microsoft and third-party vendor ecosystems to ensure compliance. - Helpdesk Desk Strategy & Executive Support - Direct a support team and lead the transition of the desk to 24x7, 5-day-a-week support; optimize Jira instance to improve response times and user satisfaction. - Act as the premier escalation point for executive-level troubleshooting and high-stakes collaboration event support. - Serve as the primary IT liaison for HR leadership. - Manage and take part in an on-call rotation. - Ensure internal and customer IT documentation and ticket quality meet IonQ standards. - Ensure continuous improvement on ticket numbers and quality. - Provide mentorship to team members globally. Qualifications - 6+ years in IT Operations or Helpdesk Management, specifically within a mixed MacOS/Windows/Linux environment. - Deep expertise in Jira, MDM solutions, Apple Business Manager, and GSuite/Microsoft Administration. - Proven ability to build workflows that connect HRIS systems to IT provisioning tools. - Ability to translate complex security requirements into user-friendly policies. - Ability to manage a team covering a wide support window (3 am – 5 pm PST) and oversee 24/7 lifecycle emergencies. Preferred Qualifications - Certifications in IT Asset Management (ITAM), Certified Software Asset Manager (CSAM), or similar. Requirements - The approximate base salary range for this position is $126,887 - $166,127. - The total compensation package includes base, bonus, equity, and a range of benefit options found on our career site. - Compensation will vary based on individual factors such as education, qualifications, and experience of the final candidate(s), specific office location, and calibration against relevant market data and internal team equity. - Posted base salary figures are subject to change as new market data becomes available. - Our benefits include comprehensive medical, dental, and vision plans, matching 401K, unlimited PTO and paid holidays, parental/adoption leave, legal insurance, and a home technology stipend. - Details of participation in these benefit plans will be provided when a candidate receives an offer of employment. Company Description At IonQ, we believe in fair treatment, access, opportunity, and advancement for all while striving to identify and eliminate barriers. We empower employees to thrive by fostering a culture of autonomy, productivity, and respect. We are dedicated to creating an environment where individuals can feel welcomed, respected, supported, and valued. We are committed to equity and justice. We welcome different voices and viewpoints and do not discriminate on the basis of race, religion, ancestry, physical and/or mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, transgender status, age, sexual orientation, military or veteran status, or any other basis protected by law. We are proud to be an Equal Employment Opportunity employer.

• Deliver exceptional customer service and technical support to end users via phone, email, and remote support sessions. • Serve as the primary escalation point for Level 1 Help Desk Engineers on complex technical issues. • Manage support tickets from inception to resolution, ensuring timely communication, proper documentation, and adherence to SLAs. • Perform advanced troubleshooting of Windows and Mac operating systems, Microsoft 365, networking, servers, and cloud services. • Conduct root cause analysis and implement long-term solutions to recurring issues. • Manage high-priority incidents and communicate effectively with clients throughout the resolution process. • Administer and troubleshoot Microsoft 365, Exchange Online, SharePoint, Teams, and Microsoft Entra ID (Azure AD). • Support virtualization environments using VMware vSphere, ESXi, and Microsoft Hyper-V. • Monitor and remediate issues related to backups, endpoint security, patch management, and business continuity solutions. • Participate in infrastructure projects and client implementations.

Role Description SAIC has opportunities for a Fully Remote Help Desk Agent I supporting The Virginia Information Technology Agency (VITA) Program. Our Help Desk is the 24x7x365 single point of contact for all Information Technology issues and requests from VITA employees and customers, and supports users at every skill level and background via telephone, chat, email, and direct ticket submission. - Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. - Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. - May route calls to product line specialists, application, or system support specialists. - Maintains and updates records and tracking databases. - Alerts management to recurring problems and patterns of problems. Qualifications - Customer Service and Level 1 Technical Support - Troubleshooting - Problem Solving - PC Proficiency - Identifying and resolving level 1 customer issues - Documentation - Soft Skills - Personable and Professional - MS Office - Ticketing System Requirements - Possesses the ability to work in a specified ticketing system including but not limited to: - Documentation - Ticket Routing - Ticket Categorization - Ticket Closure - Knowledge Base - Metrics & Time Management - Metric Scorecard - Attendance & Scorecards must be kept within parameters of Service Desk Manual - Ability to follow set schedule with little variance Company Description SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

• Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis. • Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems. • Administer and maintain IT infrastructure, including user account management, access control, and other critical systems. • Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness. • Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team. • Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications. • Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions. • Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software. • Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools. • Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends. • Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood.