At a Glance
- Tasks: Lead and improve end user IT services across the US and UK.
- Company: Join Compass Pathways, a pioneering company preparing for commercial launch.
- Benefits: Competitive salary, diverse workplace, and opportunities for professional growth.
- Other info: Embrace a culture of diversity and equality while driving innovation.
- Why this job: Make a real impact in a hands-on leadership role within a dynamic environment.
- Qualifications: 8-12 years of IT experience with a focus on end user services.
The predicted salary is between 80000 - 100000 £ per year.
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. The Director will be accountable for the design, operation, and scaling of IT end‑user services, including service desk, endpoint management, collaboration platforms, and field sales support. 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
- 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 our ITIL platform(s) and strategy
- Monitor and report on KPIs (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
- 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
Equal Opportunities Statement
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. 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.
Director, End User Services employer: Compass Pathways
At Compass Pathways, we pride ourselves on being an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. Our commitment to employee growth is evident through continuous training opportunities and a culture that values diversity and inclusion, ensuring every team member feels valued and empowered. Located in the vibrant London area or the East Coast of the US, our teams benefit from a supportive atmosphere that prioritises work-life balance while driving meaningful impact in the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Director, End User Services
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Compass Pathways. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for the interview by diving deep into the company’s mission and values. Show us how your experience aligns with their goals, especially in end user services. We love candidates who are genuinely interested!
✨Tip Number 3
Practice makes perfect! Run through common interview questions with a mate or in front of the mirror. The more comfortable you are, the better you'll come across when it’s showtime.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows us you’re keen and professional, which is exactly what we’re looking for.
We think you need these skills to ace Director, End User Services
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in end user services and IT support. We want to see how your skills align with the role, so don’t hold back on showcasing relevant achievements!
Showcase Your Leadership Skills:As a Director, we’re looking for someone who can lead and inspire a team. Share examples of how you’ve successfully managed teams or projects in the past, especially in IT service delivery.
Be Data-Driven:We love numbers! If you have metrics or KPIs that demonstrate your impact in previous roles, include them. This shows us you’re not just about the talk but also about measurable results.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
How to prepare for a job interview at Compass Pathways
✨Know Your Stuff
Make sure you’re well-versed in IT service management frameworks, especially ITIL. Brush up on your knowledge of endpoint management platforms and Microsoft 365 environments, as these are crucial for the role. Being able to discuss specific examples from your experience will show that you’re not just familiar with the concepts but have successfully applied them.
✨Showcase Your Leadership Skills
As a Director, you’ll need to lead teams effectively. Prepare to discuss your leadership style and how you’ve managed teams in the past. Think about times when you’ve driven continuous improvement or optimised workflows, and be ready to share those stories. This will demonstrate your hands-on approach and execution focus.
✨Understand the Business Context
Familiarise yourself with Compass Pathways’ mission and the challenges they face as they prepare for commercial launch. Be prepared to discuss how you can translate IT and business priorities into practical service models. Showing that you understand the bigger picture will set you apart from other candidates.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, such as managing vendor relationships or improving user satisfaction metrics. Think through potential scenarios related to service desk operations and field sales support, and come up with actionable strategies. This will highlight your problem-solving skills and customer-first mindset.
