Remote opportunity at
Axsome Therapeutics, Inc.Director, IT Operations
Axsome Therapeutics, Inc., a biopharmaceutical enterprise focused on developing treatments for central nervous system disorders, is seeking a Director, IT Operations. This position requires an on-site…
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About This Role
Axsome Therapeutics, Inc., a biopharmaceutical enterprise focused on developing treatments for central nervous system disorders, is seeking a Director, IT Operations. This position requires an on-site presence at the company's New York City headquarters for a minimum of three days per week. The organization creates therapies addressing neurological and psychiatric conditions impacting millions of individuals. The Director, IT Operations will lead and manage the IT Service Desk, Desktop Support, and…
Job Description
Axsome Therapeutics, Inc., a biopharmaceutical enterprise focused on developing treatments for central nervous system disorders, is seeking a Director, IT Operations. This position requires an on-site presence at the company's New York City headquarters for a minimum of three days per week. The organization creates therapies addressing neurological and psychiatric conditions impacting millions of individuals.
The Director, IT Operations will lead and manage the IT Service Desk, Desktop Support, and End User Support teams. Responsibilities include directing hardware, software, infrastructure, communications, and information security support activities, establishing operational policies, managing vendor relationships, and overseeing ITSM platforms. This role requires handling high-priority incidents during non-standard hours, such as evenings and weekends. The anticipated salary range for this position is $195,000 to $225,000 per year, supplemented by an annual bonus, significant equity, and a comprehensive benefits package.
Responsibilities
- Direct and lead the IT Service Desk, Desktop Support, and End User Support teams including workforce planning and performance management
- Establish service delivery standards, operational procedures, and support policies
- Manage the lifecycle of incidents, service requests, problems, and escalations while achieving established SLAs and KPIs
- Administer and optimize ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management
- Oversight of outsourced help desk providers, support vendors, and technology partner contracts and performance
- Partner with Information Security and Infrastructure teams to maintain secure operations, compliance, access management, and endpoint coordination
- Manage endpoint support, device procurement, deployment, inventory, and retirement processes
Requirements
- 10+ years of progressive IT experience in service desk, desktop support, end user computing, or IT operations teams
- At least 5 years of direct leadership experience overseeing helpdesk or service desk operations
- Proven expertise in administering ITSM platforms, support workflows, service catalogs, and operational reporting
- Comprehensive knowledge of ITIL practices, incident management, service request management, change coordination, and continual service improvement
- Demonstrated ability to manage vendors, managed service providers, and service level expectations
- Ability to work on site at the New York City headquarters at least three days per week
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field
- Experience working in a biotechnology, pharmaceutical, life sciences, or other regulated environment
- Proficiency with Microsoft 365, endpoint management, collaboration platforms, and automation tools
- ITIL 4 Foundation or Managing Professional certifications
- Advanced Microsoft 365 or Azure Administrator certifications
- Cloud platform administration experience with Microsoft Azure, Amazon Web Services, or other cloud technologies
- Experience deploying and troubleshooting Windows, iOS, and Android devices
- Familiarity with Apple Business Manager administration for iOS devices
Core Skills
Benefits
- Annual bonus
- Significant equity
- Generous benefits package
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary range for the Director, IT Operations role?
The anticipated annual salary range for this position is $195,000 to $225,000, which is determined by factors such as qualifications, experience, internal equity, and location.
Is this position remote?
No, this role requires working on-site at the company headquarters in New York City for a minimum of three days per week.
What additional compensation is provided alongside the base salary?
Axsome Therapeutics offers an annual bonus, significant equity, and a generous benefits package.
What experience is required for this position?
Candidates must have over 10 years of progressive IT experience in desktop support, service desk, end user computing, or IT operations, including at least 5 years of direct leadership experience overseeing helpdesk operations.
Sample Interview Questions
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