Job overview:

Compass Pathways is entering a critical phase as we prepare for commercial launch. We are seeking a hands-on, execution-focused Director, End User Services (EUS) to lead delivery and continuous improvement of end user-facing IT services across the United States and United Kingdom.

This role is accountable for the design, operation, and scaling of IT end user services, including service desk, endpoint management, collaboration platforms, and field sales support. The Director will ensure a consistent, high-quality user experience aligned to business needs, regulatory requirements, and rapid organizational growth.

The role also provides secondary support to IT Operations, partnering with our managed service provider (MSP) to ensure reliable and secure service delivery.

Reports to: VP, Information Technology.

Location: US (East Coast) or UK (London area).

Roles and responsibilities 
(Include but are not limited to): 

End User Services Leadership & Execution

• Lead global delivery of services across US and UK ensuring consistent and high-quality support
• Translate IT and business priorities into practical, scalable service models
• Establish and manage service offerings, SLAs/XLAs and performance metrics
• Drive continuous improvement of the end user experience through data, feedback, and operational metrics
• Collaborate with VP, IT and other key IT partners on Compass EUS strategy

Service Desk & Support Operations

• Own IT Service Desk function including ticket intake, triage, escalation, and resolution processes
• Manage a team of service desk/AV engineers and MSP
• Optimize service desk workflows (Jira Service Management or equivalent) and knowledge bases
• Manage, improve and our ITIL platform(s) and strategy
• Monitor and report on KPIs (e.g., resolution times, backlog, user satisfaction) and drive measurable improvements

End User Platforms & Workplace Technology

• Oversee support and lifecycle management of endpoints, collaboration tools, identity/access, and productivity platforms
• Ensure effective onboarding/offboarding, device provisioning, and endpoint compliance
• Maintain reliable and secure collaboration services across Microsoft 365 services, including Teams, SharePoint Online, MS Entra
• Define, execute and maintain mobility technology and management platforms
• Partner with Security and Compliance to support GxP, SOX ITGC, and data protection requirements

Field Sales Support

• Deliver reliable IT support services for field-based teams (Sales, Market Access, etc.)
• Ensure field user readiness, including devices, connectivity, and issue resolution
• Partner with Commercial IT to support adoption and usability of CRM and field tools (e.g., Veeva CRM)

IT Operations Partnership

• Work closely with IT Infrastructure and MSP providers to ensure stable service delivery
• Participate in incident response, major incident management, and root cause analysis
• Support vendor oversight and service performance reviews
• Act as the voice of the end user in prioritizing operational improvements

Team & Vendor Management

• Lead and develop a team of service desk analysts, support engineers, and field support roles
• Manage third-party vendors and support providers to meet defined service levels
• Establish clear priorities, accountability, and performance expectations for internal and external teams
• Foster a customer-focused, service-oriented culture

Candidate Profile:

• Bachelor’s degree in IT or 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 in a regulated environment
• Strong understanding of IT service management frameworks (e.g., ITIL)
• Demonstrated experience managing vendors and outsourced IT services
• Experience with endpoint management platforms, specifically
• Strong experience with Microsoft 365 environments

Preferred Qualifications

• Experience supporting a company transitioning into commercialization
• Familiarity with GxP systems, SOX IT General Controls, and audit/inspection readiness
• Experience supporting field sales organizations and CRM platforms
• Experience working with MSP-based IT infrastructure models
• Experience implementing or optimizing Jira Service Management or similar platforms

Key Competencies

• Strong execution focus with attention to operational detail
• Customer-first mindset with a focus on user experience
• Ability to balance hands-on involvement with team leadership
• Effective communication with both technical and non-technical stakeholders
• Data-driven approach to decision-making and continuous improvement