Global IT Service Delivery & Support Director

Scholar Rock, Inc.; Cambridge, Northern (MA, KY); Hybrid; USD 175,000 - 225,000; Full time

Job summary

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.

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.

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.

Skills

IT service delivery

Team leadership

IT operations

Tools

Microsoft 365

Windows

Endpoint management

Identity access

Collaboration tools

Job description

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.