Director, End User Services

Company introduction:

Compass Pathways plc (Nasdaq: CMPS) is a biotechnology company dedicated to unlocking urgently needed new treatment options in mental health care. 

The Company is headquartered in London, UK, with a U.S. office in New Jersey. We believe mental health patients deserve the possibility of a better future. Our initial focus is developing COMP360 psilocybin, a proprietary, investigational, synthetic psilocybin treatment under evaluation for treatment-resistant depression (TRD) and post-traumatic stress disorder (PTSD). COMP360 is a potentially first-in-class treatment and has Breakthrough Therapy designation from the U.S. Food and Drug Administration (FDA), as well as Innovative Licensing and Access Pathway (ILAP) designation in the UK for TRD. 

We are leading the world’s largest classic psychedelic clinical program in TRD, and building upon that robust foundation, we are executing a late-stage trial evaluating COMP360 for PTSD, another condition with high unmet need. Our goal is to advance treatments that move the field of psychiatry towards treatment options that offer rapid onset and sustained durability with infrequent dosing. - Compass Pathways

Job overview:

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

This role is accountable for the design, operation, and scaling of IT end user services, including service desk, endpoint management, collaboration platforms, and field sales support. The Director will ensure a consistent, high-quality user experience aligned to business needs, regulatory requirements, and rapid organizational growth.

The role also provides secondary support to IT Operations, partnering with our managed service provider (MSP) to ensure reliable and secure service delivery.

Reports to: VP, Information Technology.

Location: US (East Coast) or UK (London area).

Roles and responsibilities 
(Include but are not limited to): 

End User Services Leadership & Execution

• Lead global delivery of services across US and UK ensuring consistent and high-quality support
• Translate IT and business priorities into practical, scalable service models
• 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
• Manage, improve and our ITIL platform(s) and strategy
• Monitor and report on KPIs (e.g., resolution times, backlog, user satisfaction) and drive measurable improvements

End User Platforms & Workplace Technology

• Oversee support and lifecycle management of endpoints, collaboration tools, identity/access, and productivity platforms
• Ensure effective onboarding/offboarding, device provisioning, and endpoint compliance
• Maintain reliable and secure collaboration services across Microsoft 365 services, including Teams, SharePoint Online, MS Entra
• Define, execute and maintain mobility technology and management platforms
• Partner with Security and Compliance to support GxP, SOX ITGC, and data protection requirements

Field Sales Support

• Deliver reliable IT support services for field-based teams (Sales, Market Access, etc.)
• Ensure field user readiness, including devices, connectivity, and issue resolution
• Partner with Commercial IT to support adoption and usability of CRM and field tools (e.g., Veeva CRM)

IT Operations Partnership

• 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

Team & Vendor Management

• Lead and develop a team of service desk analysts, support engineers, and field support roles
• Manage third-party vendors and support providers to meet defined service levels
• Establish clear priorities, accountability, and performance expectations for internal and external teams
• Foster a customer-focused, service-oriented culture

Candidate Profile:

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

Preferred Qualifications

• 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

Key Competencies

• 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
• Effective communication with both technical and non-technical stakeholders
• Data-driven approach to decision-making and continuous improvement

Benefits:

For an overview of our benefits package and compensation information, please visit  "Joins us - Our Benefits".

These include flexibility & generous time off, parental & reproductive support, health & medical, mental health & wellbeing and Financial health.

Equal opportunities: 

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 or disability.

US applicants

Compass Pathways is proud to be an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, and related medical conditions), ethnicity, age, disability, sexual orientation, gender identity, gender expression, military service, genetic information, familial or marital status, or any other status, category, or characteristic protected by applicable law.

Sponsorship:

Unfortunately, we cannot sponsor employment visas and can only accept applications if you have employment rights in the country to which you are applying.

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