Director, End User Services

Crinetics is a pharmaceutical company based in San Diego, California, developing much-needed therapies for people with endocrine diseases and endocrine-related tumors. We were founded by a dedicated team of scientists with the simple belief that better therapies developed from rigorous innovation can lead to better lives. Our work continues to make a real difference in the lives of patients. We have a prolific discovery engine and a robust preclinical and clinical development pipeline. We are driven by science with a patient-centric and team-oriented culture. Crinetics is known for its inclusive workplace culture. We are also a dog-friendly workplace. This is an exciting time to join Crinetics as we shape our organization into the world’s premier fully-integrated endocrine company from discovery to patients. Join our team as we transform the lives of others.

Position Summary:

The Director of End User Services is a strategic and hands-on leader responsible for overseeing the delivery, support, and continuous improvement of end-user computing services across the organization. This role directs all end user support activities, including global Tier 1 phone and desk-side support, and owns the ServiceNow platform, driving its evolution to optimize service management processes. The ideal candidate is passionate about providing an exceptional support experience, possessing strong technical proficiency, executive presence, and communication skills.

Essential Job Functions and Responsibilities:

These may include but are not limited to:

• Lead and Manage Teams: Supervise and mentor a multi-disciplinary team responsible for service desk, desktop support, endpoint management, and collaboration technologies. Manage End User Experience personnel, including Service Desk tier-1 phone support and tier-2 and -3 support technicians.
• Service Delivery & Support: Oversee end-user support operations, ensuring timely and effective resolution of incidents, service requests, and technical issues across the organization. Manage the day-to-day operations of the End User Experience organization, including tier-1 phone support, escalations, ITSM disciplines, and vendor management. Manage Global Tier 1 phone support and desk-side support across the company. Manage Global 24x7x365 after-hours support when needed.
• Strategy & Vision: Collaborate with senior IT leadership to define the digital workplace roadmap, aligning user experience with broader business and IT goals.
• Endpoint Management: Drive lifecycle management of devices (laptops, desktops, mobile devices), including procurement, configuration, deployment, maintenance, and decommissioning. Maintain hardware and software asset inventories.
• ITSM & Service Improvement: Champion the use of ITIL practices and continual service improvement strategies to evolve support processes and self-service options. Provide foundational support and training for the consistent and best practice usage of ITIL disciplines in support of Crinetics’ end user computing capabilities. Develop, document, and measure KPIs for internal team(s) and service providers. Ensure that SLAs are developed to meet business expectations and continually measure for compliance.  
• Technology Enablement: Partner with departments to evaluate and implement productivity tools and collaboration platforms (e.g., Microsoft 365, Zoom) and support diverse operating systems (e.g., macOS, iOS). Oversee conference room support and maintenance, including audio/video equipment and end user documentation, training, and day-to-day support. Manage Microsoft 365 license allocations, reservations, and Enterprise Agreement.
• Vendor & Contract Management: Manage vendors and contracts for end-user technologies (hardware, software, managed services). Key responsibilities include: managing support agreements and budgets, procuring software, handling invoices and renewals, ensuring performance compliance, and overseeing vendor onboarding/offboarding and training.
• Metrics & Reporting: Develop KPIs, dashboards, and reports to monitor service performance and user satisfaction.
• Technical Support: Oversee high-level troubleshooting for end-user computing technologies (including hardware, virtual desktops, applications, and security tools) and act as the EUS technical escalation point.
• Relationship Management: Establish and maintain intra- and inter-department relationships and partnerships.
• ServiceNow Platform: Drive ServiceNow's evolution by implementing new modules/features, overseeing integrations, and managing upgrades/maintenance while collaborating with stakeholders to translate needs into solutions.
• Other duties as assigned.

Education and Experience:

Required:

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: 12+ years in IT service delivery or end-user support, with 8+ years in a leadership or management role. 10 years of IT management experience.
• Excellent management, leadership, organizational, interpersonal, communication and customer service skills with the ability to effectively interact with all levels of the organization.
• The ability to communicate with technical teams as well as non-technical resources.
• Understands the sophisticated technical concepts at play without needing to be an expert in any particular area or technology, and to make sound decisions and provide proper direction to team resources.
• Experience building and maturing a Service Desk function.
• Experience in a technology capability oversight role supporting end user MACs, PCs, collaboration tools, and associated hardware and software.
• Experience leading an end user computing function supporting MACs, IOS, PCs, Windows operating systems, application deployment, file and print services, Active Directory move/add/change, and Microsoft 365 tools and apps.
• Experience with vendor performance management, including development and monitoring of SOWs and deliverables, SLA compliance, and general vendor relationship management.
• Deep knowledge of and experience with collaboration and conflict resolution.
• Project Management experience; Understanding and practical experience of Agile.
• Strong written and verbal communication skills.

Preferred:

• ServiceNow Certifications.
• Certifications: ITIL, CompTIA, or Microsoft certifications are a plus.  
• Industry Experience: Experience in the pharmaceutical industry is highly desirable.

Physical Demands and Work Environment:

Physical Activities: On a continuous basis, sit at desk for a long period of time; intermittently answer telephone and write or use a keyboard to communicate through written means. Some walking and lifting up to 25 lbs. may be required. The noise level in the work environment is typically low to moderate. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and responsibilities.

Laboratory Activities (if applicable): Biology and chemical laboratory environment experience needed. Environmental health and safety requirements also apply.

Travel:

You may be required to travel for up to 5% of your time.

Equal Opportunity Employer:

Crinetics is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of sex, sexual orientation, gender (including gender identity and/or expression), pregnancy, race, color, creed, national or ethnic origin, citizenship status, religion or similar philosophical beliefs, disability, marital and civil union status, age, genetic information, veteran status or any personal attribute or characteristic that is protected by applicable local, state or federal laws.

Vaccination requirement:

Following extensive monitoring, research, consideration of business implications, and advice from internal and external experts, Crinetics requires that all employees and contractors be fully vaccinated and have received the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.

Total Compensation:

In addition to your base pay, our total rewards program consists of a discretionary annual target bonus, stock options, ESPP, and 401k match. We also provide top-notch health insurance plans for employees (and their families) to include medical, dental, vision and basic life insurance, 20 days of PTO, 10 paid holidays, and a winter company shutdown.

The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience and education. Crinetics Pharmaceuticals is a multi-state employer, and this salary range may not reflect positions that work in other states. Your recruiter can share more about the specific salary range during the hiring process.

Salary Range