Support Service Technical Lead, Information Technology - 358

Quantinuum; England; On-site; USD 100,000 - 110,000; Full time

Job summary

A leading company in quantum computing is seeking a Support Service Technical Lead for its IT department. This senior role will focus on enhancing IT support quality, overseeing project work, and mentoring team members. The position is essential for maintaining high service standards and operational consistency across the global support team. The role allows for some remote work flexibility.

Benefits

Employer subsidized health, dental, and vision insurance

401(k) match for student loan repayment benefit

Paid parental leave

Employee discounts

Flexible work schedule

Generous vacation and sick time

Qualifications

• 8+ years of experience in IT support roles.
• Certifications in ITIL, Microsoft, and ServiceNow.
• Experience in enterprise environments.

Responsibilities

• Resolve complex technical escalations for the support team.
• Lead major incident management and post-incident reviews.
• Optimize ServiceNow configurations to improve support efficiency.

Skills

ITIL principles

Technical mentoring

Incident management

Change management

Education

Bachelor's or Master's degree in Information Technology

Tools

ServiceNow

Azure AD

Google Workspace Admin

Job description

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.

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

We are seeking a Support Service Technical Lead, Information Technology in our Broomfield, CO location.

Quantinuum believes that employees work better, more efficiently and more collaboratively in close proximity to other employees, where ideas can be exchanged readily, and decisions can be made more quickly for the benefit of the Company and our customers. All employees should work at their assigned location; however, this role may offer the opportunity to work remotely 2 days per week, with approvals.

About the Role:

The Support Services Technical Lead is a senior, hands-on role focused on elevating the technical quality, consistency, and efficiency of IT support at Quantinuum. Serving as the team's strongest technical resource, this individual leads the development of support standards, documentation, and tooling practices while resolving complex technical challenges. The role works closely with the Support Services Manager to shape service delivery, guide process improvements, and optimize tools such as ServiceNow. In addition to leading technical project work and post-incident reviews, the Technical Lead role provides informal mentoring, delivers training across IT, and ensures alignment with best practices for executive and enterprise support. This role is key to driving service maturity and ensuring a scalable, high-quality support experience across the organization.

Key Responsibilities:

• Own and resolve complex escalations from the support team, serving as the primary technical escalation point for challenging or high-impact issues.
• Support major incident management by coordinating technical resolution efforts, providing expert input, and helping lead post-incident reviews.
• Lead and contribute to change and problem management activities by identifying root causes, proposing solutions, and helping implement preventative measures.
• Drive the ongoing refinement and standardization of SOPs, runbooks, and support playbooks to ensure operational consistency and best practices across the global support team.
• Provide technical coaching and informal mentoring to support analysts, enhancing troubleshooting skills, service quality, and knowledge sharing within the team.
• Own and optimize ServiceNow configurations related to ticket workflows, categorization, automation, and reporting to improve support efficiency and data quality.
• Lead technical aspects of support-related projects and process improvements, acting as the subject matter expert and technical coordinator.
• Champion knowledge management by curating and maintaining high-quality documentation and troubleshooting guides that support efficient resolution and onboarding.
• Collaborate closely with Engineering, InfoSec, and Enterprise Applications to ensure alignment of support practices with wider IT systems and initiatives.
• Assist in delivering and refining technical approaches for executive and VIP support, helping maintain high service standards for these critical users.
• Support adoption and ongoing practice of ITIL frameworks within the team, particularly around incident, change, problem, and knowledge management.

YOU MUST HAVE:

• 8+ years of progressive experience in IT support roles, with exposure to enterprise environments and increasing levels of technical responsibility.
• Bachelor’s or Masters degree in Information Technology, Computer Science, or a related equivalent field
• Certifications in at least two of the following: ITIL, Microsoft, Jamf and ServiceNow
• Due to Contractual requirements, must be a U.S. Person. defined as, U.S. citizen permanent resident or green card holder, workers granted asylum or refugee status
• Due to national security requirements imposed by the U.S. Government, candidates for this position must not be a People's Republic of China national or Russian national unless the candidate is also a U.S. citizen.

WE VALUE:

• Deep understanding of ITIL principles and their practical application across incident, change, and problem management.
• Background in coaching, mentoring, or onboarding IT support staff.
• Experience leading technical improvement or transformation initiatives across IT support.
• Expert level understanding of enterprise identity platforms (e.g., Azure AD, Okta, Google Workspace Admin).
• Experience with Agile, Kanban, or Lean operational methodologies.
• Proven experience providing IT support to executives or senior leadership, with a demonstrated ability to develop tailored processes that enhance executive support services.
• Exposure to tooling evaluations, proof-of-concept projects, or vendor management.
• Experience working in a growing or start-up organization where flexibility, innovation, and ownership were key.

$100,000 - $110,000 a year

Compensation & Benefits:

Incentive Eligible

Range posted is inclusive of bonus target when applicable

Estimated Salary Wage: $100,000 - $110,000 Annually

What is in it for you?

-A competitive salary and innovative, game-changing work

-Flexible work schedule

-Employer subsidized health, dental, and vision insurance

-401(k) match for student loan repayment benefit

-Equity, 401k retirement savings plan + 12 Paid holidays and generous vacation + sick time

-Paid parental leave

-Employee discounts

Quantinuum is an 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.