Associate Director, IT Service Delivery & Support
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Before you apply
SalaryNo pay range posted
LocationCambridge, MA
Work modeon-site
Typefull-time
SeniorityDirector
Experience7+ yrs
DepartmentG&A, Information Technology
Company size201–500 people
PostedOct 5, 2026 · 1mo ago
Verified live2d ago
At a glanceSummarised by Seekless from the posting.
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
Skills
Microsoft 365
Windows
endpoint management
identity/access
collaboration tools
ITSM
ticketing systems
asset management
About the company
Scholar Rock is delivering muscle-targeted breakthroughs to transform the treatment of spinal muscular atrophy (SMA) and other rare neuromuscular diseases where muscle atrophy remains a critical unmet need.
As a global leader in myostatin biology, a field focused on proteins that regulate muscle mass, the biopharmaceutical company is named for the visual resemblance of a scholar rock to protein structures. Our commitment to unlock fundamentally different treatment approaches is powered by broad application of a proprietary platform, which has developed novel monoclonal antibodies to modulate protein growth factors with extraordinary selectivity. Scholar Rock works every day to create new possibilities for patients through its highly innovative anti-myostatin program, including opportunities in additional rare neuromuscular diseases. Learn more about our neuromuscular franchise at ScholarRock.com and follow @ScholarRock on X and on LinkedIn.
Summary of Position:
Scholar Rock is seeking an Associate Director, IT Service Delivery & Support to lead reliable, responsive technology support across our growing global organization.
This is a hands-on leadership role responsible for the employee technology experience, including service desk operations, onboarding and offboarding, endpoint and workplace technology support, and coordination of support across U.S. and international locations. The successful candidate will bring strong technical judgment, a service mindset, and a high sense of ownership.
Position Responsibilities
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Lead IT service delivery and end-user support across U.S. and international locations
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Own service desk operations, including ticket management, prioritization, escalation, service levels, and performance metrics
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Lead employee onboarding, offboarding, and technology provisioning, ensuring a seamless employee experience
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Oversee end-user and workplace technology, including laptops, mobile devices, conference rooms, AV, and collaboration tools
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Establish consistent support processes, documentation, escalation paths, and appropriate global coverage
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Lead resolution of significant service issues and drive root-cause resolution and continuous improvement
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Manage IT assets and device lifecycle, including procurement, inventory, deployment, refresh, and disposition
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Manage service providers and vendors and develop the internal support team with clear expectations and accountability
Candidate Qualifications
•
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
Legal
Scholar Rock is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.