IT Service Desk Manager

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.

Please note that this position is based in Princeton, NJ. Acadia's hybrid model requires this role to work in our office three days per week on average.

Position Summary

The Manager, Information Technology (IT) Service Desk, is accountable for delivering high-quality, timely IT support services that align with Acadia's business objectives. This role actively contributes to the development, implementation, and continuous improvement of Service Desk strategies, with a strong emphasis on service excellence and responsiveness to employee needs.The manager will assess and anticipate Acadia's current and future IT support requirements, representing the IT Operations team in strategic planning. Responsibilities include overseeing vendor relationships and managing internal staff to ensure performance meets established service level agreements (SLAs). Additionally, the role leads customer-centric end-user support and computing services to enhance the overall employee experience.

Primary Responsibilities

• Manages the internal IT Service Desk team at designated site, including team management, documentation, technology, vendors, policies, and processes for incident, problem, and request management.
• Oversee helpdesk partner to ensure quality service; communicate necessary changes and align with best practices.
• Ensure timely and appropriate response to user requests & incidents.
• Manage software installations, modifications, upgrades, and repairs on end user computing devices.
• Provide user training on the use of end user computing equipment, software, conference rooms, and IT policies.
• Responsible for managing end user devices to ensure reliable and secure usage. This encompasses all documentation, technologies, vendors, policies, and processes, including but not limited to : Pilot / Selection / Provisioning, Image Management, Patch Management, Anti-virus Management, License Management, Asset Management, Mobile Device Management, and Software Packaging and Distribution.
• Manage projects and evaluate new requests for new capabilities and technology.
• Research and recommend new technologies and solutions to enable innovation, solve business problems, or create efficiencies.
• Propose and implement enhancements (software and hardware updates) that will improve the performance and reliability of IT Systems.
• Ensure GxP & SOX compliant IT Systems, process, and procedures are followed and are compliant with corporate policies.
• Negotiate and place orders with common Vendors.
• Oversee and guide a variety of personnel actions, including, but not limited to, developing, mentoring, hiring, performance management and promotions.
• Participate in establishing and managing the IT Operations budget.
• Perform other duties as assigned.

Education / Experience / Skills

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 #LI-BG1

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

$108,000-$135,300 USD

What we offer US-based Employees :

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 talentacquisition@acadia-pharm.com or 858-261-2923.

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.