Compass Pathways

Director, End User Services

New York, United States · Director

Sponsorship not specified$210k-$260kDetected 34 days ago

Incident ResponseComplianceJiraCRMVendor ManagementPerformance ManagementPLCFDA RegulatoryLeadershipCommunicationCollaborationSharePointGxP

About the role

Compass Pathways is entering a critical phase as we prepare for commercial launch.

Lead global delivery of services across US and UK ensuring consistent and high-quality support
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
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

Bachelor's degree in IT or related field
Experience managing IT service delivery in a regulated environment
Strong understanding of IT service management frameworks (e.g., ITIL)
Experience with endpoint management platforms, specifically
Strong experience with Microsoft 365 environments
8-12 years of IT experience, including 3-5+ years leading end user services or IT support functions
Demonstrated experience managing vendors and outsourced IT services

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
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

Translate IT and business priorities into practical, scalable service models
Manage, improve and our ITIL platform(s) and strategy
Ensure effective onboarding/offboarding, device provisioning, and endpoint compliance
Ensure field user readiness, including devices, connectivity, and issue resolution
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
Establish clear priorities, accountability, and performance expectations for internal and external teams
Foster a customer-focused, service-oriented culture

For an overview of our benefits package and compensation information, please visit " Working at Compass ".
Equal opportunities:
We are proud of our commitment to diversity and equality (pursuant to the Equality Act 2010).
【Base salary per annum】:
$210,000 - $260,000 USD

For an overview of our benefits package and compensation information, please visit " Working at Compass ".
CMPS) is a biotechnology company dedicated to accelerating patient access to evidence-based innovation in mental health.
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 envision a world where mental health means not just the absence of illness but the ability to thrive. - Compass Pathways.

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
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.
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.

This listing is sourced directly from Compass Pathways's careers page and normalized into a canonical job model.