Associate Director, IT Service Delivery & Support

@ Scholar Rock
Scholar Rockscholarrock.com

Associate Director, IT Service Delivery & Support

Cambridge, MA
Posted 3 days ago

About the job

Scholar Rock is a biopharmaceutical company developing muscle-targeted treatments for neuromuscular diseases, focusing on innovative therapies and global support infrastructure.

Requirements

  • 7+ years IT service delivery experience
  • Experience managing service desk
  • Knowledge of Microsoft 365 and Windows
  • Experience supporting multi-site organizations
  • Strong troubleshooting and customer skills

Qualifications

  • Leadership in IT support
  • Hands-on technical skills
  • Experience in biotech/pharma preferred
  • Ability to manage global teams
  • Excellent communication skills

Full job description

Scholar Rock is delivering muscle-targeted breakthroughs to transform the treatment of spinal muscular atrophy (SMA) and other rare neuromuscular diseases where muscle atrophy remains a critical unmet need.

As a global leader in myostatin biology, a field focused on proteins that regulate muscle mass, the biopharmaceutical company is named for the visual resemblance of a scholar rock to protein structures. Our commitment to unlock fundamentally different treatment approaches is powered by broad application of a proprietary platform, which has developed novel monoclonal antibodies to modulate protein growth factors with extraordinary selectivity. Scholar Rock works every day to create new possibilities for patients through its highly innovative anti-myostatin program, including opportunities in additional rare neuromuscular diseases. Learn more about our neuromuscular franchise at ScholarRock.com and follow @ScholarRock on X and on LinkedIn.


Summary of Position:

Scholar Rock is seeking an Associate Director, IT Service Delivery & Support to lead reliable, responsive technology support across our growing global organization.


This is a hands-on leadership role responsible for the employee technology experience, including service desk operations, onboarding and offboarding, endpoint and workplace technology support, and coordination of support across U.S. and international locations. The successful candidate will bring strong technical judgment, a service mindset, and a high sense of ownership.

Position Responsibilities

  • Lead IT service delivery and end-user support across U.S. and international locations
  • Own service desk operations, including ticket management, prioritization, escalation, service levels, and performance metrics
  • Lead employee onboarding, offboarding, and technology provisioning, ensuring a seamless employee experience
  • Oversee end-user and workplace technology, including laptops, mobile devices, conference rooms, AV, and collaboration tools
  • Establish consistent support processes, documentation, escalation paths, and appropriate global coverage
  • Lead resolution of significant service issues and drive root-cause resolution and continuous improvement
  • Manage IT assets and device lifecycle, including procurement, inventory, deployment, refresh, and disposition
  • Manage service providers and vendors and develop the internal support team with clear expectations and accountability

    • Candidate Qualifications

  • 7+ years of experience in IT service delivery, end-user technology, or IT operations, with demonstrated team leadership experience
  • Experience managing an IT service desk/end-user support function
  • Strong knowledge of Microsoft 365, Windows, endpoint management, identity/access, collaboration, and workplace technologies
  • Experience with ITSM practices, ticketing systems, asset management, and incident/problem management
  • Experience supporting a multi-site or global organization and working with managed service providers
  • Strong technical troubleshooting, communication, and customer-service skills with a willingness to remain hands-on
  • Experience in biotechnology, pharmaceutical, or another regulated environment preferred


    • Scholar Rock is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

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