Director, End User Services

Compass Pathways•New York, NY

3h•$210,000 - $260,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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)
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
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