Associate Director, IT Service Delivery & Support
Scholar Rock
Summary
Scholar Rock is seeking an Associate Director, IT Service Delivery & Support to lead reliable, responsive technology support across our growing global organization.
Job description
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
Requirements
- 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
Company overview
Scholar Rock is a clinical-stage biopharmaceutical company focused on the discovery and development of innovative therapeutics that target the latent forms of growth factors, particularly in the TGFβ superfamily. The company's proprietary platform enables the selective inhibition of growth factor activation, offering a novel approach to treating serious diseases where growth factors play a key role. Scholar Rock's lead program targets myostatin activation for the treatment of neuromuscular disorders, including spinal muscular atrophy (SMA) and other muscle-wasting conditions. The company's pipeline also includes programs in oncology, fibrosis, and other therapeutic areas. Founded by scientists from Harvard University and MIT, Scholar Rock combines deep biological insights with protein engineering expertise to develop first-in-class therapeutics. The company has established strategic collaborations with pharmaceutical partners and has advanced multiple candidates into clinical development, demonstrating its potential to address significant unmet medical needs through its unique scientific approach.