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 degr