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:
Crinetics Pharmaceuticals is seeking a Manager of Service Delivery to manage the organization's outsourced Global Help Desk with a focus on incident, request, problem and management change. This position has frequent contact with internal/external customers, partners, and vendors. In addition, the candidate will have excellent customer service skills and thrive in a fast-paced environment.The Manager of Service Delivery is a go-to resource for questions, problems and escalations of customer issues and general operations for their team. They will strive to create a delightful end user experience, creating a culture of quality and responsiveness.The ideal candidate will have an ITIL certification and be familiar with leading ITSM platforms.
Essential Job Functions and Responsibilities:
These may include but are not limited to:
- IT Help Desk Services:
- Manage the day-to-day operations of the Tier 1 & Tier 2 Global Help Desk.
- Oversight of Help Desk performance, including but not limited to, SLAs, OLAs, KPIs, and operational improvement opportunities.
- Oversight of the Global Help Desk customer experience.
- Escalation for urgent and complex end user support issues.
- Develop, maintain, and improve incident/ticket processes.
- Oversee Knowledge Management to facilitate quick resolution of end user issues.
- Create and maintain technical documentation for developed solutions, configurations, and processes.
- Ensure appropriate documentation and remediation plans are produced for root cause analysis and problem management.
- Assist in the change management processes, communicating changes effectively to end-users, managing user expectations, and facilitating a smooth transition to new functionalities or processes.
- SharePoint Administration and Support:
- Provide expert-level support and troubleshooting for SharePoint-related issues, respond to incidents and requests, and escalating complex problems to senior team members or vendors as needed via ServiceNow ticketing system.
- Expert-level understanding of M365 groups and dependencies vs. SharePoint security groups.
- Assist in developing and delivering training programs and user documentation to ensure effective adoption of new SharePoint features and solutions.
Education and Experience:
Required:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 7 years of experience working in an IT Service Desk, preferably one that had adopted the ITIL 4.0 framework.
- 7 years of experience supporting IT services, including configuration, patching, and problem diagnosis of Windows, iOS, and Android systems.
- 2 years of experience in a supervisory role.
- Experience with leading ITSM platforms such as Zendesk, Solar Winds or ServiceNow.
- Experience managing Microsoft 365, including Office, Azure AD, SharePoint, and Teams.
- Experience working with endpoint configuration tools, specifically MS Intune.
- Ability to provide concise documentation within a ticketing system.
- Experience with office hardware such as printers, video conferencing, and A/V systems.
- Ability to work weekend and off-hours on occasion.
- Ability to tailor support for all members and levels of the organization.
- Ability to manage vendors.
Preferred:
- Highly organized and precise, with great attention to detail.
- Skilled communicator with a focus on customer service to resolve issues effectively.
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:
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 RangeThe salary range for this position is: $108,000 - $135,000.
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.
