Site Lead, IT Service Desk

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Additional Information

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 can be based in San Francisco, CA . Acadia's hybrid model requires this role to work in our office three days per week on average Position Summary The Site Lead is responsible for delivering reliable, high-quality on-site support, serving as the primary point of accountability for all local IT services. This role manages day-to-day end user and executive support, site infrastructure, 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 and participates in cross functional initiatives to support operational excellence. Primary Responsibilities IT Service Desk & End-User Support Serve as the primary on-site IT support contact for all hardware, software, and connectivity issues. Triage, resolve, and escalate tickets per SLA guidelines; maintain accurate ticket documentation. Provision and decommission user workstations, laptops, peripherals, and mobile devices. Support onboarding and offboarding processes in coordination with HR and IT operations. Maintain a local IT asset inventory, including lifecycle tracking and refresh planning. Executive Support Provide dedicated, high-priority support for on-site executives and VIPs. Support AV/conferencing setup for executive meetings, board presentations, and all-hands events. Coordinate with remote IT teams for executive travel tech readiness (VPN, MFA, loaner devices). Proactively identify and resolve potential issues before they impact executive productivity. Vendor & Contract Management Serve as the on-site point of contact for IT hardware, software, and telecom vendors. Coordinate vendor access, scheduling, and work completion for on-site services. Track local vendor deliverables and escalate performance issues to IT leadership. Assist with procurement requests, quote reviews, and asset receiving/verification. Physical Networking & Infrastructure Maintain local network infrastructure, including switches, patch panels, WAPs, and cabling. Perform basic network troubleshooting (connectivity, VLAN, DHCP/DNS issues) and escalate complex issues to the network team. Support rack and stack activities for on-site network and server equipment. Coordinate with facilities and ISPs on circuit maintenance, outages, and upgrades. Maintain accurate network documentation (port maps, IP assignments, circuit IDs). Facilities & IT-Adjacent Support Act as the IT liaison for facilities-related work affecting IT systems (moves, adds, changes). Coordinate office relocations, desk moves, and conference room tech setups. Manage UPS units, power strips, and other IT-adjacent physical infrastructure. Support badge access systems, security cameras, and other physical security technology. Escalate building or facilities issues with IT impact to the appropriate stakeholders. General & Cross-Functional Maintain and contribute to local IT documentation, runbooks, and knowledge base articles. Communicate site-level IT issues and status updates to IT leadership and site management. Participate in change management processes and adhere to IT security policies. Serve as the on-site point of escalation and accountability for all IT matters Other responsibilities as assigned. Education/Experience/Skills Bachelor's degree in computer science, information systems or a related field preferred. Targeting 5 years of progressively responsible experience as an IT programmer/analyst/lead or similar technical role(s); including robust data warehousing and ETL experience. Experience supporting enterprise systems, including data services/integration, data warehousing, and business intelligence is strongly preferred. An equivalent combination of relevant education and experience may be considered. Key Skills: Proven experience in a service desk or IT support role. Highly detailed oriented with strong organizational skills. Excellent communication and problem-solving abilities. Familiarity with ITIL best practices. Ability to manage multiple priorities and work cross-functionally in a fast-paced environment. Demonstrated bility to work independently, proactively identify issues, and take initiative to resolve problems. Ability to promote

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