Director, IT Operations

The role

This person will lead and support IT operations and business technology programs. They will lead a service desk providing support for hardware, software, infrastructure, communications, and information security.

What you will do

• Provide strategic leadership and direction for IT Service Desk, Desktop Support, and End User Support teams.
• Establish and enforce service delivery standards, operational procedures, and support policies.
• Oversee the full lifecycle of incidents, service requests, problems, and escalations.
• Own and optimize ITSM platforms including ServiceNow, Freshservice, or Jira Service Management.
• Lead ITIL-based service management processes.
• Develop self-service, knowledge management, and automation strategies.
• Define, track, and report on operational KPIs.
• Manage relationships with outsourced help desk providers, support vendors, and technology partners.
• Oversee endpoint support for laptops, mobile devices, printers, and conferencing technologies.
• Partner with Information Security and Infrastructure teams to support secure operations.

Required qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent experience may be considered.
• 10+ years of progressive IT experience in service desk, desktop support, end user computing, or IT operations teams.
• At least 5 years of direct leadership experience overseeing helpdesk or service desk operations.
• Proven expertise in administering ITSM platforms, support workflows, service catalogs, and operational reporting.
• Comprehensive knowledge of ITIL practices, incident management, service request management, change coordination, and continual service improvement.
• Demonstrated ability to manage vendors, managed service providers, service level expectations, and operational performance reviews.
• Excellent communication, leadership, stakeholder management, and customer service skills.
• Ability to work on site at least three days per week.
• Microsoft Azure administration experience required.
• Experience troubleshooting computer and A/V hardware and software.
• Experience with deploying and troubleshooting Windows, iOS, and Android devices.
• Extensive knowledge of administration of the Microsoft stack (M365, Azure, Entra, Intune, Defender).

Nice to have

• Experience in a biotechnology, pharmaceutical, life sciences, or other regulated environment.
• Experience with ServiceNow, Freshservice, Jira Service Management, Microsoft 365, endpoint management, collaboration platforms, and automation tools.
• ITIL 4 Foundation/Managing Professional and advanced Microsoft 365/Azure Administrator certifications.
• Amazon Web Services and other cloud-based technologies administration experience.
• Experience with Apple Business Manager administration for iOS devices.

Benefits

• Annual bonus
• Significant equity
• Generous benefits package

About the company

Axsome Therapeutics is a biopharmaceutical company leading a new era in the treatment of central nervous system (CNS) conditions. Their neuroscience portfolio includes FDA-approved treatments for major depressive disorder, agitation associated with dementia due to Alzheimer’s disease, excessive daytime sleepiness associated with narcolepsy and obstructive sleep apnea, and migraine.