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About the Role

Axsome Therapeutics is seeking a Director, IT Operations to lead and support IT operations and business technology programs. This position will manage a service desk supporting hardware, software, infrastructure, communications, and information security, while also supporting the IT Team's operational goals. The role requires handling high-priority incidents during non-standard hours.

Responsibilities

Provide strategic leadership and direction for the IT Service Desk, Desktop Support, and End User Support teams.
Establish and enforce service delivery standards, operational procedures, and support policies.
Serve as a hands-on leader during complex issues, high-priority incidents, or resource-constrained situations.
Oversee the full lifecycle of incidents, service requests, problems, and escalations.
Ensure SLAs and KPIs are consistently achieved or exceeded.
Engage directly in operational troubleshooting and incident response.
Own and optimize ITSM platforms including ServiceNow, Freshservice, Jira Service Management, or similar technologies.
Lead ITIL-based service management processes and ensure consistent documentation and governance of support operations.
Serve as the business-facing owner of the employee IT support experience.
Develop self-service, knowledge management, and automation strategies.
Collaborate with business leaders to understand evolving support needs.
Define, track, and report on operational KPIs.
Deliver regular service reviews and operational reporting to IT leadership and business stakeholders.
Manage relationships with outsourced help desk providers, support vendors, and technology partners.
Review contracts, statements of work, and support agreements.
Oversee endpoint support for laptops, mobile devices, printers, conferencing technologies, and workplace collaboration platforms.
Manage device procurement, deployment, refresh, inventory, and retirement processes.
Partner with Information Security and Infrastructure teams to support secure operations.
Oversee onboarding, offboarding, access management coordination, and endpoint compliance activities.
Participate directly in sensitive or high-impact support activities.

Requirements

Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent experience may be considered.
10+ years of progressive IT experience in service desk, desktop support, end user computing, or IT operations teams.
At least 5 years of direct leadership experience overseeing helpdesk or service desk operations.
Proven expertise in administering ITSM platforms, support workflows, service catalogs, and operational reporting.
Comprehensive knowledge of ITIL practices, incident management, service request management, change coordination, and continual service improvement.
Demonstrated ability to manage vendors, managed service providers, service level expectations, and operational performance reviews.
Excellent communication, leadership, stakeholder management, and customer service skills.
Ability to work on site at least three days per week.

Skills

ServiceNow
Freshservice
Jira Service Management
Microsoft 365
Endpoint management
Collaboration platforms
Automation tools
ITIL 4 Foundation/Managing Professional
Advanced Microsoft 365/Azure Administrator certifications
Troubleshooting computer and A/V hardware and software
Helpdesk tools such as JIRA and ServiceNow
Cloud platform administration (Microsoft Azure, Amazon Web Services)
Deploying and troubleshooting Windows, iOS, and Android devices
Administration of the Microsoft stack (M365, Azure, Entra, Intune, Defender)
Apple Business Manager administration for iOS devices

Location

New York City, NY

Work Type

On-site (at least three days per week)

Experience Level

10+ years of progressive IT experience
5+ years of direct leadership experience

Education Level

Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent experience may be considered.

Salary/Compensations

$195,000 - $225,000

Benefits

Annual bonus
Significant equity
Generous benefits package

About the Company

Axsome Therapeutics is a biopharmaceutical company focused on treating central nervous system (CNS) conditions.
We deliver scientific breakthroughs by identifying critical gaps in care and develop differentiated products with a focus on novel mechanisms of action.
Our portfolio includes FDA-approved treatments for major depressive disorder, agitation associated with dementia due to Alzheimer’s disease, excessive daytime sleepiness associated with narcolepsy and obstructive sleep apnea, and migraine.
We have multiple novel product candidates addressing a broad range of serious neurological and psychiatric conditions impacting over 150 million people in the United States.
Our mission is to solve some of the brain’s biggest problems so patients and their loved ones can flourish.

Equal Opportunity

Axsome is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.
We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, sexual orientation, gender identity, ancestry, citizenship, marital status, physical or mental disability, medical condition, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.