IT Service Desk Operations Lead

About Acadia Pharmaceuticals

Acadia is committed to turning scientific promise into meaningful innovation that makes the difference for underserved neurological and rare disease communities around the world. Our commercial portfolio includes the first and only FDA-approved treatments for Parkinson’s disease psychosis and Rett syndrome. We are developing the next wave of therapeutic advancements with a robust and diverse pipeline that includes mid- to late-stage programs in Alzheimer’s disease psychosis and Lewy body dementia psychosis, along with earlier-stage programs that address other underserved patient needs. At Acadia, we’re here to be their difference.

Position Summary

The Service Desk Operations Site Lead is responsible for delivering reliable, high-quality on-site IT support and serves as the primary point of accountability for all local IT services. This role manages day-to-day end user and executive support, site infrastructure, video conferencing and collaboration technologies, vendor coordination, and facilities-adjacent IT activities while partnering closely with centralized IT teams. The Site Lead proactively identifies opportunities to improve the local IT environment, enhances the end-user experience, and participates in cross-functional initiatives that support operational excellence.

In addition to site responsibilities, this role serves as the primary IT support resource for all the organization's European Union (EU) offices and global support. The role will dedicate approximately 50 % to Europe IT support and 50 % to US/Global IT optimization initiatives and projects. The balance is indicative and will vary according to business needs, providing both remote support and coordination of local technology services to ensure consistent service delivery, operational continuity, and alignment with global IT standards across international locations. The position also serves as the primary escalation point for conference room technology, audiovisual systems, and collaboration platforms that enable on-site, remote, and hybrid work environments.

Primary Responsibilities

IT Service Desk & End-User Support

Serve as the primary on-site IT support for all hardware, software, mobile devices, and connectivity issues.

Triage, resolve, and escalate incidents and service requests in accordance with established SLA guidelines while maintaining accurate ticket documentation.

Provision, configure, deploy, and decommission user workstations, laptops, peripherals, printers, and mobile devices.

Support employee onboarding and offboarding activities in coordination with HR and centralized IT teams.

Maintain local IT asset inventories, lifecycle management records, warranty tracking, and refresh schedules.

Provide hands-on support for Microsoft 365, endpoint management solutions, collaboration tools, and enterprise applications.

Executive & VIP Support

Provide dedicated, high-priority technical support for executives, VIPs, and business-critical users.

Support audiovisual and conferencing requirements for executive meetings, board presentations, town halls, and company-wide events.

Coordinate with centralized IT teams to ensure executive travel readiness, including VPN, MFA, mobile device, and remote access support.

Proactively identify and resolve issues before they impact executive productivity.

Deliver white-glove service with a focus on responsiveness, professionalism, and discretion.

Video Conferencing & Collaboration Support

Serve as the primary site lead for video conferencing, audiovisual (AV), and collaboration technologies.

Provide on-site and remote support for executive meetings, board presentations, training sessions, town halls, all-hands meetings, and hybrid events.

Troubleshoot and resolve issues involving Microsoft Teams Rooms, Zoom Rooms, conference room systems, displays, cameras, microphones, speakers, wireless presentation devices, and other collaboration technologies.

Coordinate with vendors, facilities teams, and centralized IT groups to maintain and enhance conference room technology and meeting experiences.

Perform regular testing, preventative maintenance, and health checks of AV and conferencing systems to ensure operational readiness.

Manage conference room technology upgrades, deployments, and hardware refresh initiatives.

Develop and maintain conference room standards, documentation, and support procedures.

Vendor & Contract Management

Serve as the on-site point of contact for IT hardware, software, telecom, and AV vendors.

Coordinate vendor access, scheduling, and on-site work activities.

Monitor local vendor performance and escalate issues to IT leadership when necessary.

Assist with procurement requests, quote evaluations, equipment receiving, and asset verification.

Ensure vendor activities align with company standards, security requirements, and operational needs.

Physical Networking & Infrastructure

Maintain local network infrastructure, including switches, wireless access points, patch panels, structured cabling, and telecommunications equipment.

Perform basic network troubleshooting involving connectivity, VLANs, DHCP, DNS, and wireless networking while escalating complex issues to network engineering teams.

Support rack-and-stack activities for network and server hardware.

Coordinate with internet service providers and facilities teams regarding maintenance activities, outages, and upgrades.

Maintain accurate network documentation, including circuit inventories, port assignments, and network diagrams.

Facilities & IT-Adjacent Support

Act as the primary IT liaison for facilities initiatives affecting technology systems in all our European Union sites.

Coordinate office moves, workstation deployments, desk relocations, and conference room technology installations.

Manage UPS devices, power distribution equipment, cable management, and related IT-adjacent infrastructure.

Assist with badge access systems, security cameras, digital signage, and other physical security technologies as needed.

Escalate building and facilities issues that impact business operations or technology services.

General & Cross-Functional Responsibilities

Maintain and contribute to local IT documentation, knowledge base articles, standard operating procedures, and runbooks.

Communicate site-level issues, project status updates, risks, and service impacts to IT leadership and business stakeholders.

Participate in change management activities and adhere to IT security, compliance, and governance policies.

Act as the on-site escalation point and accountable owner for local IT operations.

Identify opportunities for process improvement, automation, standardization, and service enhancements.

Participate in cross-functional projects supporting business growth, office expansions, technology refreshes, and operational excellence initiatives.

Education, Experience, and Skills

A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, or an equivalent combination of education and relevant experience. Candidates should possess a minimum of five (5) years of experience in IT Service Desk, Desktop Support, or Site Support operations, with demonstrated ownership of local IT services in a corporate environment.

Required experience includes:

Experience in providing remote support to international users and global office locations is preferred.

Fluency in German, or strong German language skills, is a plus to support users and business operations across European Union locations.

Supporting end users and executives in a corporate office environment.

Endpoint management, device provisioning, onboarding/offboarding, and asset lifecycle management.

Enterprise video conferencing and audiovisual technologies, including Microsoft Teams Rooms, Zoom Rooms, conferen