Service Desk Operations Lead - Princeton

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 ...

Job description

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.

Seeking talent near: Princeton, NJ

Position Summary

The IT Service Desk Operations Lead is essential for maintaining high standards of IT support and ensuring smooth operations within the internal & partner service desk teams.  This role will support day-to-day operational activities, when applicable.  This role will identify improvements and develop plans or proposals to enhance Acadia's environment and participate in cross-functional IT functions.  This position provides primary backup and support to IT leadership and plays a critical role in enhancing business operations through improved processes and efficiency initiatives.

Primary Responsibilities

• Oversee Daily Operations by leading the service desk team to ensure timely resolution of user tickets and high levels of customer satisfaction.

• Develop and implement policies and procedures to optimize service desk efficiency.

• Train, mentor, and evaluate service desk staff, providing feedback and coaching to improve performance.

• Manages escalated issues and liaise with IT and cross-functional departments and external vendors for complex problems.

• Prepare and analyze reports on service desk performance, identifying trends and making recommendations for improvements.

• Oversee the management and updating of the service desk knowledge base.

• Ensure effective utilization, maintenance, and updates of service desk software.

• Coordinate staff schedules to ensure adequate coverage during all operating hours.

• Other responsibilities as assigned.

Education/Experience/Skills

Bachelor's degree in computer science, information systems or a related field preferred.  Targeting 5 years of progressively responsible experience as an IT programmer/analyst/lead or similar technical role(s); including robust data warehousing and ETL experience.  Experience supporting enterprise systems, including data services/integration, data warehousing, and business intelligence is strongly preferred.  An equivalent combination of relevant education and experience may be considered.

Key Skills:

• Proven experience in a service desk or IT support role.

• Highly detailed oriented with strong organizational skills.

• Excellent communication and problem-solving abilities.

• Familiarity with ITIL best practices.

• Ability to manage multiple priorities and work cross-functionally in a fast-paced environment.

• Ability to promote team cooperation and a commitment to team success.

• Ability to build and sustain trusted relationships.

• Enjoys working directly with end users to understand needs and deliver effective solutions.

• Must be able and willing to travel on occasion.

Physical Requirements

This role involves regular standing, walking, sitting, and the use of hands for handling or operating equipment. The employee may also need to reach, climb, balance, stoop, kneel, crouch, and maintain visual, verbal, and auditory communication in a standard office environment and while working independently from remote locations. The employee must occasionally lift and/or move up to 20 pounds.  This position requires the ability to travel independently overnight and/or work after hours as required by travel schedules or business needs.

#LI-HYBRID 

In addition to a competitive base salary, this position is also eligible for discretionary bonus and equity awards based on factors such as individual and organizational performance. Actual amounts will vary depending on experience, performance, and location. 

Salary Range $48.37—$60.48 USD

What we offer US-based Employees:

• Competitive base, bonus, new hire and ongoing equity packages
• Medical, dental, and vision insurance
• Employer-paid life, disability, business travel and EAP coverage
• 401(k) Plan with a fully vested company match 1:1 up to 5%
• Employee Stock Purchase Plan with a 2-year purchase price lock-in
• 15+ vacation days
• 13 -15 paid holidays, including office closure between December 24th and January 1st
• 10 days of paid sick time
• Paid parental leave benefit
• Tuition assistance

EEO Statement (US-based Employees): Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications in the exact way they are described in job postings. We are committed to building a diverse, equitable, inclusive, and innovative company, and we are looking for the BEST candidate for the job. That candidate may be one who comes from a less traditional background or may meet the qualifications in a different way. We strongly encourage you to apply, especially if the reason you are the best candidate isn't exactly what we describe here.

It is the policy of Acadia to provide equal employment opportunities to all employees and employment applicants without regard to considerations of race, including related to hairstyle, color, religion or religious creed, sexual orientation, gender, gender identity, gender expression, gender transition, country of origin, ancestry, citizenship, age, physical or mental disability, genetic information, legally-protected medical condition or information, marital status, domestic partner status, family care status, military caregiver status, veteran or military status (including reserve status, National Guard status, and military service or obligation), status as a victim of domestic violence, sexual assault or stalking, enrollment in a public assistance program, or any basis protected under federal, state or local law.

As an equal opportunity employer, Acadia is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation. Furthermore, you may request additional support if you are unable or limited in your ability to use or access Acadia's career website due to your disability, along with any accommodations throughout the interview process. To request or inquire about your reasonable accommodation, please complete our Reasonable Accommodation Request Form or contact us at - or

Please note that reasonable accommodations granted throughout the recruiting process are not guaranteed to be the same accommodations given if hired. A new request will need to be submitted for any ADA accommodations after starting employment.

California Applicants: Please see Additional Information for California Residents within our Privacy Policy. 

Canadian Applicants: Please see Additional Information for Canadian Residents within our Privacy Policy. 

Applicants in the European Economic Area, Switzerland, the United Kingdom, and Serbia: Please see Additional Information for Individuals in the European Economic Area, Switzerland, the United Kingdom, and Serbia within our Privacy Policy. 

Notice to Search Firms/Third-Party Recruitment Agencies (Recruiters): The Talent Acquisition team manages the recruitment and employment process for Acadia Pharmaceuticals Inc. ("Acadia"). Acadia does not accept resumes from recruiters or search firms without an executed search agreement in place. Resumes sent to Acadia employees in the absence of an executed search agreement will not obligate Acadia in any way with respect to the future employment of those individuals or potential remuneration to any recruiter or search firm. Candidates should never be submitted directly to our hiring managers or employees.