Director, End User Services

Compasspathways · New York, United States · 2026-06-18

executive

About this role

<div class="content-intro">Company introduction: Compass Pathways plc (Nasdaq: CMPS) is a biotechnology company dedicated to accelerating patient access to evidence-based innovation in mental health. The Company is headquartered in London, UK, with offices in New York City in the US. We focus on developing novel treatments that have the potential to improve the lives of those who are suffering with mental health conditions and who are not helped by current treatments.   We are pioneering a new paradigm for treating mental health conditions focused on rapid and durable responses through the development of our investigational COMP360 synthetic psilocybin treatment, potentially a first in class treatment. COMP360 has Breakthrough Therapy designation from the US Food and Drug Administration (FDA) and has received Innovative Licensing and Access Pathway (ILAP) designation in the UK for treatment-resistant depression (TRD) due to the pressing unmet need in this area. We are currently in phase 3 for TRD, have completed phase 2 studies for both post-traumatic stress disorder (PTSD) and anorexia nervosa and are planning a further late-stage study in PTSD. We envision a world where mental health means not just the absence of illness but the ability to thrive. - <a style="font-size: 12pt;" href="https://compasspathways.com/">Compass Pathways</a>.</div>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&nbsp; (Include but are not limited to):&nbsp; End User Services Leadership &amp; Execution <ul> <li>Lead global delivery of services across US and UK ensuring consistent and high-quality support</li> <li>Translate IT and business priorities into practical, scalable service models</li> <li>Establish and manage service offerings, SLAs/XLAs and performance metrics</li> <li>Drive continuous improvement of the end user experience through data, feedback, and operational metrics</li> <li>Collaborate with VP, IT and other key IT partners on Compass EUS strategy</li> </ul> Service Desk &amp; Support Operations <ul> <li>Own IT Service Desk function including ticket intake, triage, escalation, and resolution processes</li> <li>Manage a team of service desk/AV engineers and MSP</li> <li>Optimize service desk workflows (Jira Service Management or equivalent) and knowledge bases</li> <li>Manage, improve and our ITIL platform(s) and strategy</li> <li>Monitor and report on KPIs (e.g., resolution times, backlog, user satisfaction) and drive measurable improvements</li> </ul> End User Platforms &amp; Workplace Technology <ul> <li>Oversee support and lifecycle management of endpoints, collaboration tools, identity/access, and productivity…

Skills asked for

jira

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