Compass Pathways
biotechnology
Director,EndUserServices
“Director, End User Services at Compass Pathways. Skills: End User Services Leadership, Service Desk Operations, Endpoint Management, Vendor Management. Lead global delivery of services. Translate IT and business priorities”
What You'll Achieve.
ensure a consistent, high-quality user experience; aligned to business needs; regulatory requirements; rapid organizational growth; ensure reliable and secure service delivery; drive measurable improvements; endpoint compliance; support GxP, SOX ITGC, and data protection requirements; meet defined service levels; Foster a customer-focused, service-oriented culture
Industry & Context.
What They're Looking For.
Must Have
Bachelor’s degree in IT or related field, 8–12 years of IT experience, 3–5+ years leading end user services or IT support functions, Experience managing IT service delivery in a regulated environment, understanding of IT service management frameworks (e.g. , ITIL), Demonstrated experience managing vendors and outsourced IT services, Experience with endpoint management platforms, experience with Microsoft 365 environments
Nice to Have
Experience supporting a company transitioning into commercialization, Familiarity with GxP systems, SOX IT General Controls, audit/inspection readiness, Experience supporting field sales organizations and CRM platforms, Experience working with MSP-based IT infrastructure models, Experience implementing or optimizing Jira Service Management or similar platforms
What You'll Do.
Lead global delivery of services
Translate IT and business priorities
Establish and manage service offerings
Drive continuous improvement
Own IT Service Desk function
Optimize service desk workflows
improve ITIL platform
Monitor and report on KPIs
Oversee support and lifecycle management
Ensure effective onboarding/offboarding
Maintain reliable and secure collaboration services
execute mobility technology
Deliver reliable IT support services
Ensure field user readiness
Work closely with IT Infrastructure
Participate in incident response
Support vendor oversight
Act as the voice of the end user
Lead and develop a team
Manage third-party vendors
Establish clear priorities
How You'll Work.
Team & Collaboration
cross-functional coordination; Partner with VP, IT; Collaborate with other key IT partners; Partner with Security and Compliance; Partner with Commercial IT; Work closely with IT Infrastructure; Partner with our managed service provider (MSP)
Communication Scope
Effective communication with both technical and non-technical stakeholders
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