Sobre esta vaga de Director, End User Services na Compass Pathways
Company introduction:
Compass Pathways plc (Nasdaq: CMPS) is a biotechnology company dedicated to accelerating patient access to evidence-based innovation in mental health. The Company is headquartered in London, UK, with offices in New York City in the US. We focus on developing novel treatments that have the potential to improve the lives of those who are suffering with mental health conditions and who are not helped by current treatments.
We are pioneering a new paradigm for treating mental health conditions focused on rapid and durable responses through the development of our investigational COMP360 synthetic psilocybin treatment, potentially a first in class treatment. COMP360 has Breakthrough Therapy designation from the US Food and Drug Administration (FDA) and has received Innovative Licensing and Access Pathway (ILAP) designation in the UK for treatment-resistant depression (TRD) due to the pressing unmet need in this area.
We are currently in phase 3 for TRD, have completed phase 2 studies for both post-traumatic stress disorder (PTSD) and anorexia nervosa and are planning a further late-stage study in PTSD. We envision a world where mental health means not just the absence of illness but the ability to thrive. - Compass Pathways.
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
【For NYC】Compensation Description (annually):
Please note that the base salary range is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.
Base pay is one part of the Total Package that is provided to compensate and recognise employees for their work and any role at Compass, regardless of the location, is eligible for additional discretionary bonuses and equity.
Benefits & Compensation:
For an overview of our benefits package and compensation information, please visit "Working at Compass".
Equal opportunities:
Reasonable accommodation
We are committed to building a workplace where everyone’s wellbeing matters. If you need reasonable accommodation during the interview process to be at your best, please let our recruiting team know.
UK applicants
We are proud of our commitment to diversity and equality (pursuant to the Equality Act 2010). We do not discriminate based upon race, religion or belief, colour, nationality, ethnic or national origin, gender, pregnancy or maternity, marital or civil partner status, sexual orientation, gender reassignment, age or disability.
US applicants
Compass Pathways is proud to be an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, and related medical conditions), ethnicity, age, disability, sexual orientation, gender identity, gender expression, military service, genetic information, familial or marital status, or any other status, category, or characteristic protected by applicable law.
Sponsorship:
Unfortunately, we cannot sponsor employment visas and can only accept applications if you have employment rights in the country to which you are applying.
Data Privacy:
All data is confidential and protected by all legal and data privacy requirements, please see our recruitment Privacy Notice to learn more about how we process personal data.