Director, IT Operations
Axsometherapeutics · New York, NY
About this role
**Director, IT Operations** **Axsome Therapeutics** is seeking a **Director, IT Operations** to lead and support a wide scope of IT operations and business technology programs that underpin Axsome’s business objectives. This role will lead a **service desk** supporting **hardware, software, infrastructure, communications, and information security** across the organization, while supporting the IT team’s operational goals. The Director will also maintain **high-priority incidents/requests during non-standard hours**, including **active weekend and evening** coverage. *This role is based at Axsome’s HQ in **New York City** with an on-site requirement of **at least three days per week**. Fully remote candidates cannot be considered.* --- ### Job Responsibilities and Duties **Leadership & Team Management** - Provide strategic leadership and direction for the IT Service Desk, Desktop Support, and End User Support teams (staffing, workforce planning, performance management, and professional development). - Establish and enforce service delivery standards, operational procedures, and support policies; build a high-performing support organization focused on exceptional customer service. - Serve as a hands-on leader when required, providing direct support during complex issues, high-priority incidents, or resource-constrained situations. **Service Delivery & Operations** - Oversee the full lifecycle of incidents, service requests, problems, and escalations, including escalation frameworks and major incident management procedures. - Ensure SLAs and KPIs are consistently achieved or exceeded; drive continuous service quality improvements through trend analysis, root cause investigations, and corrective actions. - Engage directly in operational troubleshooting and incident response when needed to maintain service continuity and support team effectiveness. *Additional responsibilities may be assigned by IT leadership.*
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