End-User Experience & IT Service Delivery Lead

Kriya Therapeutics, Inc.

Raleigh, Durham, Chapel Hill (NC, NC, NC)

On-site

USD 130,000 - 170,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Flexible time off

Parental & medical leave

Health, dental, and vision insurance

Equity and 401(k) match

Life insurance and disability

Employee Assistance Program (EAP)

Job summary

Kriya Therapeutics, Inc. is seeking a Manager, End User Experience & Service Delivery to own IT across a lean, fast‑growing biotech. You will lead the service desk, manage the ITSM platform, and drive automation and AI for service delivery from onboarding to device lifecycle.

You will also own software contracts and vendor relationships, collaborating with IT Infrastructure, Cybersecurity, Facilities, HR, Procurement, and Finance. This onsite role is based at RTP in North Carolina.

Qualifications

7+ years in IT service delivery, including 3+ years leading a service desk.
Hands‑on experience administering an ITSM platform with automation and reporting.
Experience owning software contracts, renewals, and vendor relationships.
Experience in a regulated industry (pharma, biotech, medical device, or healthcare) is preferred.
Bachelor’s degree in Information Technology.

Responsibilities

Lead, coach, and develop the IT service desk team with staffing and coverage planning.
Own the ITSM platform end‑to‑end, including self‑service portal, catalog, workflows, analytics, and integrations.
Manage major incident, change, and problem processes; coordinate with Infrastructure and OT during outages.
Own software contracts, licensing, renewals, vendor performance, and budget tracking.
Oversee onboarding/offboarding, asset lifecycle, and CMDB maturation.
Lead workplace technology, collaboration tools, and conference room services.
Develop training, self‑service content, and knowledge management.
Report program progress to IT leadership and ensure compliance in a regulated environment.