Manager, End User Experience and Service Delivery

Kriya Therapeutics•Durham, NC

12d•Onsite

About The Position

Kriya is seeking a Manager, End User Experience and Service Delivery to own the employee IT experience across a lean, fast-growing, multi-site biopharmaceutical company. This player-coach role leads the service desk, administers the IT service management (ITSM) platform, and manages programs supporting the day-to-day technology experience, including laptop lifecycle, workforce onboarding, conference room technology, and collaboration platforms. The role also owns software contracts and vendor relationships for platforms within its scope, using data, automation, and AI to improve service delivery. The position works closely with IT Infrastructure, Cybersecurity, Facilities, HR, Procurement, Finance, and business stakeholders. It is onsite at Kriya’s Research Triangle Park site. The manager oversees service desk performance and standards; ITSM workflows, automation, knowledge, configuration and service data, and analytics; incident, problem, and change processes; platform vendors, contracts, and budgets; workforce onboarding and offboarding; endpoint and asset lifecycle; workplace technology; collaboration platform governance; user training; and documentation and audit support. The work environment is primarily desk-based in an office or home-office setting, with extended sitting and computer use. There is no formal on-call rotation, although occasional off-hours availability may be required for critical incidents, site launches, or maintenance windows.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
At least 7 years of experience in IT service delivery or end-user support.
At least 3 years of experience leading a service desk or end-user support team.
Hands-on experience administering an ITSM platform, including workflow design, automation, and reporting.
Experience owning software contracts, renewals, and vendor relationships, including budget tracking.
Experience managing incident, problem, and change processes, including leading major incident response and post-incident reviews.
Working knowledge of Microsoft 365, Entra ID, Intune or equivalent MDM, SharePoint, and Teams administration.
Experience with asset management, CMDB practices, and hardware lifecycle programs.
Proven ability to lead, coach, and hold a team accountable while maintaining a strong customer focus.
Ability to build dashboards, interpret trends, and act on metrics.
Commercial awareness, including ability to negotiate renewals, read contracts, and hold vendors to agreed service levels.
Strong project management skills and ability to run multiple programs concurrently.
Excellent written and verbal communication skills, including ability to train and present to non-technical audiences.
Bias toward delivering good solutions quickly and improving iteratively.

Nice To Haves

Experience in a regulated industry such as pharma, biotech, medical device, or healthcare.
Experience applying automation or AI to service management.
ITIL certification or demonstrated ITIL practice.
Familiarity with conference room and collaboration technology, such as Teams Rooms.

Responsibilities

Lead, coach, and develop the Help Desk team, including performance management, coverage planning across North Carolina sites and remote users, and workload balancing.
Define and enforce service-level agreements for first response and resolution, and set standards for ticket quality and customer communications.
Manage relationships with staffing and managed service partners providing contract resources.
Monitor ticket intake and queues; own triage, priority assignment, escalation routing, and handoffs to Infrastructure, Cybersecurity, and OT.
Define and maintain VIP and executive support standards, including response expectations and handling procedures.
Establish internal service agreements and escalation paths with Infrastructure and Cybersecurity.
Own the ITSM platform, including its self-service portal, service catalog, workflows, automation, CMDB, contracts, knowledge base, analytics, and integrations.
Lead adoption of AI capabilities to deflect tickets, accelerate triage and resolution, and improve knowledge management.
Define, publish, and review service metrics, including SLA attainment, response and resolution times, backlog, and customer satisfaction, and use them to drive continual improvement.
Apply ITIL practices across incident, request, change, problem, and asset management.
Own the major incident process, including company-wide outage communications, post-incident reviews, and coordination with Infrastructure and OT during critical events.
Analyze incident trends and drive problem records toward root-cause analysis and permanent fixes.
Coordinate end-user impact and communications for planned changes, such as OS rollouts, MDM policy changes, and tool retirements, through change review with Infrastructure and Cybersecurity.
Own software contracts, licensing, renewals, negotiations, true-ups, and vendor performance reviews for platforms in scope.
Forecast and manage spending for owned platforms, end-user hardware, and staffing partners.
Partner with Procurement, Finance, and Cybersecurity on vendor selection, security reviews, and renewal timing.
Own software asset management, including entitlement tracking, request and approval workflows, license utilization, and reclamation or consolidation of tools.
Own the onboarding and offboarding program with HR and hiring managers; streamline, automate, and document the process.
Publish and maintain current IT-site guidance for new hires and managers, and coordinate with Cybersecurity on access provisioning, device policy, and offboarding controls.
Own the laptop and asset inventory program, including refresh planning, procurement, and lifecycle tracking.
Maintain and mature the CMDB in partnership with Infrastructure and OT.
Manage kiosk and shared-device environments and drive improvements.
Manage secure disposal of retired equipment, including IT asset disposition vendor management, data sanitization, certificates of destruction, and chain of custody.
Manage mobile devices and plans, peripherals, and shared office equipment such as monitors, docks, and printers.
Own conference room functionality and the launch and ongoing operation of check-in, workplace analytics, and booking tools.
Run conference room satisfaction surveys and follow-ups, and continually improve room standards.
Own the SharePoint and Teams lifecycle, remediate the backlog of unused sites and Teams, and establish governance for ownership, expiration, and archiving.
Plan and deliver recurring training and Lunch & Learns on core tools, including Microsoft 365, Teams, Outlook, password management, and email security.
Build self-service content and knowledge articles to reduce recurring requests.
Maintain SOPs, runbooks, and knowledge-base content for service desk and lifecycle processes.
Follow change-control and documentation practices appropriate for a GxP-regulated environment and support IT-related audit requests.
Report service performance, vendor status, and program progress to IT/OT leadership.