Associate Director, Service Desk

Alnylam Pharmaceuticals • Cambridge, MA

1d • Hybrid

About The Position

Overview
The Associate Director, Service Desk leads the global end user support function, ensuring reliable, high quality technology services for Alnylam’s corporate, scientific, and manufacturing environments. This role oversees day-to-day Service Desk operations, major incident response, and continuous improvement efforts grounded in ITIL best practices. This position provides strategic and operational leadership to enable productivity, compliance, and scientific innovation across the organization.
This will be a hybrid position and will primarily be based in Cambridge, MA.

Requirements

• 8+ years of IT support and/or end user services experience, including 3+ years leading a Service Desk or IT support organization.
• Experience supporting mid-to-large enterprises (1,000+ employees).
• Strong knowledge of ITIL principles and service management best practices.
• Proven experience leading distributed, global support teams.
• Experience with service management platforms (e.g., ServiceNow).
• Proven ability to communicate technical concepts and support with both technical and non-technical stakeholders.

Nice To Haves

• Experience in biotech, pharma, or other regulated industries.
• Knowledge of GxP, validated systems, and compliance requirements.
• ITIL certification.
• Experience with endpoint management tools (e.g., Intune, Jamf, Manage Engine) and collaboration platforms (M365, Teams, Zoom).
• Experience with automation and self-service technologies.

Responsibilities

• Provide strategic and operational leadership for a global, multi-tier Service Desk supporting enterprise, laboratory, and manufacturing environments.
• Ensure consistent, high quality end user support through effective incident, request, and major incident management, including 24×7 coverage where applicable.
• Lead and develop Service Desk managers, analysts, and engineers while fostering a customer focused culture focused on timely, effective communication.
• Drive continuous improvement through ITIL aligned processes, automation, trend analysis, and self-service enablement.
• Oversee support for regulated systems and ensure alignment with GxP, SOX, and data integrity requirements.
• Engage with business and IT stakeholders to communicate service performance, manage escalations, and ensure strong cross functional partnerships.
• Own and optimize service management and endpoint support tools, collaborating with security, infrastructure, and application teams to ensure seamless service delivery.
• Manage budgets, contracts, and vendor relationships, ensuring service partners meet performance expectations.
• Drive sustainable shift from traditional operational KPIs to DEX (Digital Employee Experience) KPIs.

Benefits

• We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match.
• Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks.
• We also offer generous family resources and leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees