Associate Director, IT Service Delivery & Support

Scholar RockCambridge, MA

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Overview

Schedule

Full-time

Career level

Executive

Remote

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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FAQs About Associate Director, IT Service Delivery & Support Jobs at Scholar Rock

What is the work location for this position at Scholar Rock?

This job at Scholar Rock is located in Cambridge, MA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Scholar Rock?

Employer has not shared pay details for this role.

What employment applies to this position at Scholar Rock?

Scholar Rock lists this role as a Full-time position.

What experience level is required for this role at Scholar Rock?

Scholar Rock is looking for a candidate with "Executive" experience level.

Does Scholar Rock allow remote work for this role?

Yes, this position at Scholar Rock supports remote work, giving candidates the flexibility to work outside the primary office location.

What is the process to apply for this position at Scholar Rock?

You can apply for this role at Scholar Rock either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.