Please note that this position can be based in San Diego, CA. Acadia's hybrid model requires this role to work in our office three days per week on average.
Position Summary
The IT Desktop Support Lead is responsible for overseeing the daily operations of the help and service desk teams, while actively participating and providing advanced support to all Acadia Pharmaceutical IT clients. This includes supporting clients in office settings, home offices, offsite facilities, and within our mobile workforce.
As the IT Desktop Support Lead, the individual will be responsible for conducting root cause analysis (RCA), ensuring teams consistently meet service level agreements (SLAs), analyzing and reporting on queue trends and key performance indicators (KPIs), and providing production support for meetings. They will handle escalations and assist with various projects, including system engineering initiatives and the integration of emerging technologies such as automation and AI-driven support tools. Additionally, they will develop, improve, and update documentation, knowledge bases, and training materials, enforce compliance with processes and procedures, and ensure effective communication and alignment of teams with relevant information and duties, while also prioritizing cybersecurity measures.
Primary Responsibilities
Oversee and ensure the teams are operating efficiently and adhering to processes and procedures, driving client satisfaction through exceptional customer support.
Record, track, and analyze team SLAs and workflows, monitor and report on team performance, metrics, and queue trends.
Provide advanced technical support and handle escalated requests for administration of mobile device management (MDM) tools, Office 365, virtual environments, desktops, Exchange/Active Directory requests and some system engineering initiatives of emerging technologies.
Act as a senior technical business partner for other internal IT teams.
Assist in asset management procedures, including inventory of equipment, software licenses, and maintain organization and tracking of intake for backups, imaging, restores, and vendor interactions.
Document detailed information for all support efforts in the ITSM system as per procedures.
Troubleshoot and provide resolutions for hardware/software issues, root cause analyses (RCAs), and communicate feedback to staff and clients on resolved or in-progress problems and incidents.
Update and create knowledge and work instructions where needed.
Gather appropriate data to escalate to higher-level teams or provide proper triaged information to business partners/owners when necessary.
Administer Active Directory, Office 365, RMM, Adobe, and other portal consoles, including account management and password resets.
Handle procurement requests for software, hardware, peripherals, and mobile devices.
Support and assist with projects, events, and company initiatives, including setup and support for meetings, conferences, and events.
Develop and update training materials and provide guidance to support teams.
Other responsibilities as assigned.
Education/Experience/Skills
Bachelor’s degree in Information Technology, Computer Science, Systems & Network Engineering, or related field. Targeting 3-5 years of progressive experience leading teams, understanding and having technical expertise in an IT regulated ITIL and GxP enterprise environment. An equivalent combination of relevant education and applicable job experience may be considered.
Key Skills:
Extensive technical knowledge of Windows operating systems, command lines, PowerShell, Office Suites, and endpoint management.
Excellent oral and written communication skills.
Proven experience in leading customer-focused teams.
Strong technical and analytical skills for investigating and resolving issues.
Exceptional organizational skills with keen attention to detail.
Ability to multitask, adapt quickly, and effectively resolve concerns under pressure.
Proficient in desktop/laptop technologies, including Windows 10/11, Office 365, SaaS applications, virtual environments, RMM, MDM, networking, wireless, encryption, RCA, and troubleshooting.
Ability to manage technical projects effectively.
Outstanding customer service and interpersonal skills, with the ability to mentor junior support staff.
Excellent research, data gathering, analytics, and reporting skills.
Ability to interpret and present ideas in user-friendly language.
Good understanding of computer and mobile device management tools.
Agile mindset for critical thinking and problem resolution.
Strong listening skills and ability to follow instructions.
Proficient in creating reports, including graphs, charts, statistics, and logs.
Good understanding of telephony technology, VOIP, and mobile devices.
Skilled in troubleshooting MFP copiers and printers.
Extensive experience in providing audio-visual, production meeting, and event support.
Experience in dynamic and fast-paced enterprise environments.
Strong sense of urgency and ability to prioritize tasks.
In-depth knowledge and experience with command lines, PowerShell, VB batch scripting, ConnectWise Automate, Box, Office Suites, O365 administration, ServiceNow, ADUC/GPOs, endpoint management security, and communication tools.
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.
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.
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 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.
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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.