Experience Manager Jobs in North Carolina

Description

Role Overview

• 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.

• 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.

• 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.

• 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.

• 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.

• 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).

• 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.

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

• 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.

• 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

• 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.

• 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

• 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!

About Kriya Therapeutics