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IT Manager, Support Services

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Quantinuum

1mo ago

  • Job
    Full-time
    Senior & Expert Level
  • Engineering
    IT & Cybersecurity
  • London
    Remote
  • Quick Apply

AI generated summary

  • You need a relevant degree, 8+ years in IT, 3+ years managing support teams, strong IT systems knowledge, vendor management, budgeting skills, and excellent communication abilities.
  • You will lead a global IT support team, improve processes, set performance metrics, engage with stakeholders, ensure compliance, and occasionally travel for project oversight and team mentorship.

Requirements

  • 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.

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.

FAQs

What are the primary responsibilities of the IT Manager, Support Services?

The primary responsibilities include managing and leading a global IT support team, establishing and improving support processes, overseeing endpoint management and support, collaborating with other teams, and ensuring the timely resolution of IT issues reported by end-users.

What qualifications are required for this position?

Candidates must have a Bachelor's degree in computer science, engineering, information systems, or a related field, along with 8+ years of experience in relevant IT service areas and at least 3 years as a Support Manager leading teams in support functions.

Is travel required for this position?

Yes, the role may require occasional travel to other sites in the U.S., Europe, and Asia-Pacific to ensure project delivery, oversight, and team mentorship.

What value does the company place on team management?

The company values experience in managing geographically distributed teams and focuses on building a collaborative and inclusive work environment for all team members.

What type of experience should candidates have in vendor management?

Candidates should have experience working with external vendors and service providers to manage relationships, negotiate contracts, and ensure quality service.

What certifications are considered beneficial for this role?

ITIL, PMP, CompTIA, and Microsoft certifications are highly desired for this position.

How does the company support employee well-being?

The company offers a highly competitive package, equity, 28 days of paid holiday (in addition to public holidays), a workplace pension, and enhanced parental and adoption benefits.

What opportunities for professional development exist?

Employees are supported in their professional growth, especially in building leadership capabilities, and there are opportunities to engage in projects that enhance technical skills in a cutting-edge field like quantum computing.

What is the company culture like?

The company promotes an inclusive and diverse work environment, values collaboration and employee satisfaction, and emphasizes a relentless pursuit of customer service.

How does the company align its IT strategy with business goals?

The IT Manager will play a critical role in helping to develop and execute an enterprise-wide IT strategy and roadmap that is positioned to innovate and deliver compelling business value on a global scale.

Quantinuum

Science led and enterprise driven, we’re accelerating quantum computing to solve the world’s most pressing challenges.

Technology
Industry
201-500
Employees
2021
Founded Year

Mission & Purpose

Science led and enterprise driven, Quantinuum unites Cambridge Quantum’s best-in-class software with Honeywell Quantum Solutions’ high-performing trapped-ion hardware. We are scaling quantum computing and developing applications today to solve the world’s most pressing challenges.