Manager, End User Experience and Service Delivery

Manager, End User Experience and Service Delivery

Department: IT

Employment Type: Full Time

Location: Research Triangle Park, NC

Description

Kriya is a biopharmaceutical company whose mission is to develop life-changing gene therapies for diseases affecting millions of patients around the world.

We leverage our proprietary computational engine, in-house manufacturing infrastructure, and integrated design platform to engineer technologies and therapeutics with the potential to transform the treatment of a broad universe of diseases of high unmet need, with a focus on metabolic disorders, neurology, and ophthalmology.

We are proud to have been named Triangle Business Journal's Life Sciences 2024 "Best Private Company to Work For," recognized by Forbes as one of "America's Best Startup Employers of 2024," and honored as one of BioSpace's "2025 Best Places to Work."

Role Overview

Kriya is seeking a Manager, End User Experience & Service Delivery to own how employees experience IT across a lean, fast-growing, multi-site biotech. You will lead the service desk team, run the ITSM platform, and own the programs that shape the day-to-day technology experience, from laptop lifecycle and workforce onboarding to conference room technology and collaboration platform hygiene.

You will also own the software contracts and vendor relationships tied to these platforms. This is a player-coach role for someone who builds structure, uses data to drive improvement, and is excited to apply automation and AI to service delivery. You will work closely with IT Infrastructure, Cybersecurity, Facilities, HR, Procurement, Finance, and business stakeholders.

This is an onsite role at our Research Triangle Park site.

Key Responsibilities

Service desk leadership

• Lead, coach, and develop the Help Desk team, including performance management, coverage planning across NC sites and remote users, and workload balancing.
• Define and enforce SLAs for first response and resolution, and set standards for ticket quality and customer communication.
• Own relationships with staffing and managed service partners for contract resources
• Hold the team accountable for ticket hygiene and consistent follow-through.
• Own ticket triage and escalation routing, including intake queue monitoring, priority assignment, and handoffs to Infrastructure, Cybersecurity, and OT.
• Define and maintain the VIP and executive support standard, including response expectations and handling procedures.
• Establish internal service agreements and escalation paths with Infrastructure and Cybersecurity, with clear response expectations on both sides.

ITSM platform, automation & AI enablement

• Own the ITSM platform end to end, including the self-service portal, service catalog, workflows, automation, CMDB, contracts, knowledge base, analytics, and integrations.
• Lead the adoption of AI capabilities to deflect tickets, accelerate triage and resolution, and improve knowledge management.
• Define, publish, and review service metrics (SLA attainment, response and resolution times, backlog, CSAT) and use them to drive continual improvement.
• Apply ITIL practices across incident, request, change, problem, and asset management.

Incident, problem & change 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 through root cause and permanent fix.
• Coordinate end user impact and communications for planned changes (OS rollouts, MDM policy changes, tool retirements) through change review with Infrastructure and Cybersecurity.

Vendor, contract & budget ownership

• Own software contracts, licensing, and vendor relationships for the platforms in this role's scope, including renewals, negotiation, true-ups, and vendor performance reviews.
• Forecast and manage spend 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 that are no longer earning their cost.

Workforce lifecycle management

• Own the onboarding and offboarding program, partnering with HR and hiring managers to streamline, automate, and document the process.
• Publish and maintain clear, current guidance on the IT site for new hires and managers.
• Coordinate with Cybersecurity on access provisioning, device policy, and offboarding controls.

Asset, CMDB & endpoint lifecycle

• Own the laptop and asset inventory program, including refresh planning, procurement, and lifecycle tracking.
• Own, maintain, and mature the CMDB in partnership with Infrastructure and OT.
• Manage kiosk and shared-device environments (e.g., security and warehouse) and drive improvements.
• Own secure disposal of retired equipment, including ITAD vendor management, data sanitization, certificates of destruction, and chain of custody.
• Manage mobile devices and plans, plus peripherals and shared office equipment (monitors, docks, printers).

Workplace technology & space experience

• Own conference room functionality and the launch and ongoing operation of check-ins, workplace analytics, and booking tools.
• Run conference room satisfaction surveys and follow-ups, and drive continual improvement of room standards.

Collaboration platform governance

• Own the SharePoint and Teams lifecycle, including remediation of the existing backlog of unused sites and Teams and establishing ongoing governance (ownership, expiration, archival).

User enablement & training

• Plan and deliver recurring training sessions and Lunch & Learns on core tools (e.g., Microsoft 365, Teams, Outlook, password manager, email security).
• Build self-service content and knowledge articles to reduce recurring requests.

Documentation, compliance & collaboration

• 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.

Experience & Skills and Work Environment

Experience & Skills

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

• 7+ years in IT service delivery or end user support, including 3+ years 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.

• Experience in a regulated industry (pharma, biotech, medical device, or healthcare) is strongly preferred.

• Technical & operational competencies

• 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.

• Familiarity with conference room and collaboration technology (e.g., Teams Rooms).

• Experience applying automation or AI to service management is a strong plus.

• ITIL certification or demonstrated ITIL practice preferred.

• Leadership & professional competencies

• Proven ability to lead, coach, and hold a team accountable while keeping a strong customer focus.

• Metrics-driven: comfortable building dashboards, interpreting trends, and acting on them.

• Commercial awareness: able to negotiate renewals, read a contract, and hold vendors to agreed service levels.

• Strong project management skills and the ability to run multiple programs concurrently.

• Excellent written and verbal communication, with the ability to train and present to non-technical audiences.

• Bias toward delivering good solutions quickly and improving iteratively.

Work Environment

• Primarily desk-based, generally in an office or home office setting.
• May involve extended periods of sitting and computer use.
• This role does not have a formal on-call rotation; occasional off-hours availability may be required to support critical incidents, site launches, or maintenance windows.

Life at Kriya

Discover True Collaborative Teamwork

We have an ambitious set of goals, but our confidence - and our inspiration - stems from our people. From California to North Carolina, our teammates bring a spirit of Collaboration, Leadership, and Innovation to their work every day.

We're always looking for teammates with the drive and energy to help us grow. If you want to be a part of a company with an entrepreneurial culture, a bold vision, and a meaningful purpose, join us.

Rewards & Benefits

• Time Off & Work-Life Balance: Flexible Time Off Paid Parental & Medical Leave Paid Company Holidays
• Health & Wellness: Fertility & Family Building Benefits Medical, Dental, and Vision Insurance Employee Assistance Program (EAP) Life Insurance Short- and Long-Term Disability Coverage
• Financial Security: Equity 401(k) with Company Match Identity Theft Protection
• And More!