Director, End User Services (Medtech)

TL;DR

Director, End User Services (Medtech): Leading the delivery and scaling of IT end user services across the US and UK with an accent on service desk operations, endpoint management, and collaboration platforms. Focus on optimizing the user experience in a regulated environment and managing the infrastructure transition for commercial launch.

Location: US (East Coast) or UK (London area). Must have valid employment rights in the applying country; sponsorship is not provided.

Salary: $210,000 - $260,000 USD

Company

A biotechnology company dedicated to accelerating patient access to evidence-based innovation in mental health, focusing on novel treatments like synthetic psilocybin.

What you will do

• Lead global delivery of EUS across the US and UK, establishing scalable service models and performance metrics (SLAs/XLAs).
• Own the IT Service Desk function, managing ticket intake, triage, and resolution processes using Jira Service Management.
• Oversee lifecycle management for endpoints, identity/access, and Microsoft 365 collaboration tools (Teams, SharePoint, MS Entra).
• Deliver IT support for field-based sales and market access teams, ensuring usability of CRM tools like Veeva.
• Partner with IT Infrastructure and MSP providers to ensure stable service delivery and lead incident response.
• Develop and manage a team of support engineers and analysts, fostering a customer-focused culture.

Requirements

• Bachelor’s degree in IT or a related field.
• 8–12 years of IT experience, including 3–5+ years leading end user services or IT support functions.
• Experience managing IT service delivery within a regulated environment.
• Strong proficiency with ITIL frameworks and Microsoft 365 environments.
• Proven track record of managing third-party vendors and outsourced IT services (MSPs).
• Existing employment rights in the US or UK are required.

Nice to have

• Experience supporting a company transitioning into a commercialization phase.
• Familiarity with GxP systems, SOX IT General Controls, and audit readiness.
• Experience supporting field sales organizations and CRM platforms.

Culture & Benefits

• Competitive base salary with eligibility for discretionary bonuses and equity.
• Comprehensive benefits package.
• Commitment to diversity, equality, and inclusive workplace practices.
• Provision of reasonable accommodations during the hiring process.