Site Lead, IT Service Desk

Acadia Pharmaceuticals•San Francisco, CA

19h•Hybrid

About The Position

The Site Lead is responsible for delivering reliable, high-quality on-site support, serving as the primary point of accountability for all local IT services. This role manages day-to-day end user and executive support, site infrastructure, vendor coordination, and facilities adjacent IT activities while partnering closely with centralized IT teams. The Site Lead proactively identifies opportunities to improve the local IT environment and participates in cross functional initiatives to support operational excellence.

Requirements

Proven experience in a service desk or IT support role.
Highly detailed oriented with strong organizational skills.
Excellent communication and problem-solving abilities.
Familiarity with ITIL best practices.
Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.
Demonstrated ability to work independently, proactively identify issues, and take initiative to resolve problems.
Ability to promote team cooperation and a commitment to team success.
Ability to build and sustain trusted relationships.
Enjoys working directly with end users to understand needs and deliver effective solutions.
Must be willing and able to travel both domestically and internationally.
Regular standing, walking, sitting, and use of hands for handling or operating equipment.
May need to reach, climb, balance, stoop, kneel, crouch.
Maintain visual, verbal, and auditory communication in a standard office environment and while working independently from remote locations.
Occasionally lift and/or move up to 20 pounds.
Ability to travel independently overnight and/or work after hours as required by travel schedules or business needs.

Nice To Haves

Bachelor’s degree in computer science, information systems or a related field preferred.
Targeting 5 years of progressively responsible experience as an IT programmer/analyst/lead or similar technical role(s); including robust data warehousing and ETL experience.
Experience supporting enterprise systems, including data services/integration, data warehousing, and business intelligence is strongly preferred.
An equivalent combination of relevant education and experience may be considered.

Responsibilities

Serve as the primary on-site IT support contact for all hardware, software, and connectivity issues.
Triage, resolve, and escalate tickets per SLA guidelines; maintain accurate ticket documentation.
Provision and decommission user workstations, laptops, peripherals, and mobile devices.
Support onboarding and offboarding processes in coordination with HR and IT operations.
Maintain a local IT asset inventory, including lifecycle tracking and refresh planning.
Provide dedicated, high-priority support for on-site executives and VIPs.
Support AV/conferencing setup for executive meetings, board presentations, and all-hands events.
Coordinate with remote IT teams for executive travel tech readiness (VPN, MFA, loaner devices).
Proactively identify and resolve potential issues before they impact executive productivity.
Serve as the on-site point of contact for IT hardware, software, and telecom vendors.
Coordinate vendor access, scheduling, and work completion for on-site services.
Track local vendor deliverables and escalate performance issues to IT leadership.
Assist with procurement requests, quote reviews, and asset receiving/verification.
Maintain local network infrastructure, including switches, patch panels, WAPs, and cabling.
Perform basic network troubleshooting (connectivity, VLAN, DHCP/DNS issues) and escalate complex issues to the network team.
Support rack and stack activities for on-site network and server equipment.
Coordinate with facilities and ISPs on circuit maintenance, outages, and upgrades.
Maintain accurate network documentation (port maps, IP assignments, circuit IDs).
Act as the IT liaison for facilities-related work affecting IT systems (moves, adds, changes).
Coordinate office relocations, desk moves, and conference room tech setups.
Manage UPS units, power strips, and other IT-adjacent physical infrastructure.
Support badge access systems, security cameras, and other physical security technology.
Escalate building or facilities issues with IT impact to the appropriate stakeholders.
Maintain and contribute to local IT documentation, runbooks, and knowledge base articles.
Communicate site-level IT issues and status updates to IT leadership and site management.
Participate in change management processes and adhere to IT security policies.
Serve as the on-site point of escalation and accountability for all IT matters
Other responsibilities as assigned.