IT Service Desk Operations Lead

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.

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.

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.

• Serve as the primary on‑site IT support for all hardware, software, mobile devices, and connectivity issues.
• Triage, resolve, and elevate 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.

• Provide dedicated, high‑priority technical support for executives, VIPs, and business‑critical users.
• Support audiovisual and conferencing requirements for executive meetings, board presentations, town…