Associate Director, IT Service Delivery & Support

Lead IT service delivery and end-user support across U.S. and international locations

Own service desk operations, including ticket management, prioritization, escalation, service levels, and performance metrics

Lead employee onboarding, offboarding, and technology provisioning, ensuring a seamless employee experience

Oversee end-user and workplace technology, including laptops, mobile devices, conference rooms, AV, and collaboration tools

Establish consistent support processes, documentation, escalation paths, and appropriate global coverage

Lead resolution of significant service issues and drive root-cause resolution and continuous improvement

Manage IT assets and device lifecycle, including procurement, inventory, deployment, refresh, and disposition

Manage service providers and vendors and develop the internal support team with clear expectations and accountability

7+ years of experience in IT service delivery, end-user technology, or IT operations, with demonstrated team leadership experience

Experience managing an IT service desk/end-user support function

Strong knowledge of Microsoft 365, Windows, endpoint management, identity/access, collaboration, and workplace technologies

Experience with ITSM practices, ticketing systems, asset management, and incident/problem management

Experience supporting a multi-site or global organization and working with managed service providers

Strong technical troubleshooting, communication, and customer-service skills with a willingness to remain hands-on

Experience in biotechnology, pharmaceutical, or another regulated environment preferred

Scholar Rock is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.