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Associate Director, End User Services

at Treeline Biosciences (View all jobs)

Watertown, Massachusetts, United States

Associate Director, End User Services

Location: Watertown, MA


About the role

As the Associate Director, End User Services (EUS) you will be leading a team that is responsible for providing exceptional support for Treeline employees. You will be responsible for a variety of tasks including, on/offboarding, helpdesk oversight (ticket hygiene, driving aged tickets to resolution, escalations) and improvement (writing knowledgebase & standard operating procedures and enhancing our overall ITSM configuration). The ideal candidate will be comfortable working at all organizational levels on both planned tasks and unexpected challenges. To achieve this, you must be an excellent communicator, able to multi-task and work independently as well as on collaborative projects.

You will also provide hands-on user support at our Watertown location. You therefore will have a proven track record for providing Tier 2 support. You will manage multiple Desktop Support Engineers (in MA & CA) as direct reports and form a close operational partnership with our IT Managed Service Provider (MSP). You will also collaborate with our Cloud Infrastructure team and our Cloud and Network focused MSPs.

This critical role reports into our IT group, an inter-disciplinary team which includes EUS, Infrastructure and Governance, Risk & Compliance (GRC) and as with all functions at Treeline are in support of designing new medicines.

The services provided by this team are consumed by everyone at Treeline and is therefore critical we provide a customer focused solutions following our guiding principle of enabling all users through secure and empowering guardrails.





Treeline Biosciences is committed to protecting the health and safety of our team. Our company requires all employees to be fully vaccinated against COVID-19, including a booster shoot. Proof of vaccination must be provided prior to the first day of employment. As required by applicable law, Treeline will consider requests for Reasonable Accommodations



Notice to Search Firms/Third-Party Recruitment Agencies (Recruiters)

The Human Resources team manages the recruitment and employment process for Treeline Biosciences. To protect the interests of all parties involved, Treeline Biosciences will only accept resumes from a recruiter if an executed search agreement directed to the particular position or positions is in place at the start of the recruitment effort. Unsolicited resumes sent to Treeline Biosciences from recruiters do not constitute any type of relationship between the recruiter and Treeline Biosciences and do not obligate Treeline Biosciences in any way to pay fees should we hire from those resumes. Recruiters are requested not to contact or present candidates directly to our hiring manager or employees.

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