Associate Director, Service Desk

Overview 

The Associate Director, Service Desk leads the global end user support function, ensuring reliable, high quality technology services for Alnylam’s corporate, scientific, and manufacturing environments. This role oversees day-to-day Service Desk operations, major incident response, and continuous improvement efforts grounded in ITIL best practices. This position provides strategic and operational leadership to enable productivity, compliance, and scientific innovation across the organization.

This will be a hybrid position and will primarily be based in Cambridge, MA.

Responsibilities

• Provide strategic and operational leadership for a global, multi-tier Service Desk supporting enterprise, laboratory, and manufacturing environments.
• Ensure consistent, high quality end user support through effective incident, request, and major incident management, including 24×7 coverage where applicable.
• Lead and develop Service Desk managers, analysts, and engineers while fostering a customer focused culture focused on timely, effective communication.
• Drive continuous improvement through ITIL aligned processes, automation, trend analysis, and self-service enablement.
• Oversee support for regulated systems and ensure alignment with GxP, SOX, and data integrity requirements.
• Engage with business and IT stakeholders to communicate service performance, manage escalations, and ensure strong cross functional partnerships.
• Own and optimize service management and endpoint support tools, collaborating with security, infrastructure, and application teams to ensure seamless service delivery.
• Manage budgets, contracts, and vendor relationships, ensuring service partners meet performance expectations.
• Drive sustainable shift from traditional operational KPIs to DEX (Digital Employee Experience) KPIs.

Qualifications

Required:

• 8+ years of IT support and/or end user services experience, including 3+ years leading a Service Desk or IT support organization.
• Experience supporting mid-to-large enterprises (1,000+ employees).
• Strong knowledge of ITIL principles and service management best practices.
• Proven experience leading distributed, global support teams.
• Experience with service management platforms (e.g., ServiceNow).
• Proven ability to communicate technical concepts and support with both technical and non-technical stakeholders.

Preferred:

• Experience in biotech, pharma, or other regulated industries.
• Knowledge of GxP, validated systems, and compliance requirements.
• ITIL certification.
• Experience with endpoint management tools (e.g., Intune, Jamf, Manage Engine) and collaboration platforms (M365, Teams, Zoom).
• Experience with automation and self-service technologies.

U.S. Pay Range

$160,600.00 - $217,200.00

The pay range reflects the full-time base salary range we expect to pay for this role at the time of posting. Base pay will be determined based on a number of factors including, but not limited to, relevant experience, skills, and education. This role is eligible for an annual short-term incentive award (e.g., bonus or sales incentive) and an annual long-term incentive award (e.g., equity).

Alnylam’s robust Total Rewards package is designed to support your overall health and well-being. We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match. Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks. We also offer generous family resources and leave. Our commitment to your well-being reflects our belief that caring for our people fuels the impact we create together.

Learn more about these and additional benefits offered by Alnylam by visiting the Benefits section of the Careers website: https://www.alnylam.com/careers

About Alnylam

We are the leader in RNAi therapeutics – a revolutionary approach with the potential to transform the lives of people with rare and common diseases. Built on Nobel Prize-winning science, Alnylam has delivered the breakthroughs that made RNAi therapeutics possible and are just at the beginning of what’s possible. Our deep pipeline, late-stage programs, and bold vision reflect our core values: fierce innovation, passion for excellence, purposeful urgency, open culture and commitment to people. We're proud to be a globally recognized top employer, where an authentic, inclusive culture and breakthrough thinking fuel one another.

At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. Qualified applicants will receive consideration for employment without regard to their sex, gender or gender identity, sexual orientation, race, color, ethnicity, national origin, ancestry, citizenship, religion, creed, physical or mental disability, pregnancy status or related conditions, genetic information, veteran or military status, marital or familial status, political affiliation, age, or any other factor protected by federal, state, or local law. Alnylam is an E-Verify Employer.