Summary  

The Manager, Enterprise Support & Technology Assets leads GeneDx’s enterprise-wide Technology support function and is accountable for the quality, responsiveness, and continuous improvement of support delivered to patients, customers and staff across the organization. This role owns day-to-day service delivery and the people who provide it and supports the ongoing consolidation of legacy support streams into a single, well-governed enterprise technology support model. It carries direct accountability for SLA attainment, first contact resolution, knowledge management, Technology asset management, and onsite support coverage across all GeneDx locations, primarily concentrated at the two Gaithersburg, Maryland sites. 

Job Responsibilities 

Team Leadership 

• Lead, coach, and develop the Tier 1 support organization. 

• Own hiring, onboarding, performance management, career development, and succession planning for the team. 

• Establish and maintain career progression paths across both operational and technical tracks, developing team members for future roles at GeneDx as part of the broader talent pipeline. 

• Manage staffing and coverage plans, including on-call rotation and onsite coverage across site locations. 

24x7 Operations 

• Lead the rollout of the 24x7 support model, including engagement of the offshore resources providing overnight US-hours coverage. 

• Define and enforce shift handoff protocols so that work in progress, open incidents, and escalations transfer cleanly between shifts. 

• Establish consistent quality, documentation, and service standards across all shifts, and monitor adherence. 

• Define the overnight escalation path, including criteria for engaging onshore leadership and specialist teams outside standard business hours. 

• Manage the working relationship with offshore resources, including onboarding, training, performance feedback, and knowledge transfer. 

Service Delivery 

• Oversee a multisite and hybrid Service Desk supporting 1,000+ end users across all GeneDx locations. 

• Own Service Desk performance against SLA, first contact resolution, mean time to resolve, escalation rate, and backlog age. 

• Define and maintain the Tier 1 / Tier 2 support model, including which activities Tier 1 owns and the escalation path to specialist teams. 

• Own Tier 1 standard operating procedures and drive continuous growth initiatives by partnering with engineering teams to transition appropriate work into Tier 1 scope with supporting documentation. 

• Establish and enforce ticket quality, documentation, and intake standards. 

• Own queue management and workload distribution, including team engagement on larger projects requiring Service Desk Analyst involvement. 

• Serve as the escalation point for major incidents and high-visibility support issues. 

• Lead post-incident retrospectives, ensuring communication and escalation SOPs are followed, and corrective actions are tracked to closure. 

Knowledge Management and Automation 

• Ensure documentation, SOPs, and knowledge base articles are accurate, current, and available to both internal and external stakeholders. 

• Drive shift-left and self-service initiatives and establish measurement of ticket deflection. 

• Identify and implement automation opportunities that reduce manual effort and repeat contact volume. 

Technology Asset Management 

• Own the Technology asset management function, including lifecycle accountability, inventory accuracy, device refresh, and asset recovery. 

• Partner with Procurement and vendors on equipment forecasting, fulfillment, and disposal. 

• Own onboarding and offboarding hardware execution for employees, consultants, and contractors, including equipment forecasting and lead times. 

Reporting and Metrics 

• Define Service Desk metrics and KPIs and own regular reporting on operational performance and trends to Technology leadership. 

• Proactively identify emerging support trends and initiate programs with the relevant teams and leaders to address them before service levels are affected. 

• Complete recurring quality and compliance reporting obligations, including quality management program metrics submissions. 

Administrative 

• Own the on-call schedule and paging rotation. 

• Review and approve team timecards, including on-call pay, on the established cycle. 

People Manager 

• Yes 

• This role directly manages the Enterprise Service Desk organization. People management responsibilities include hiring and onboarding, goal setting and performance management, coaching and career development, schedule and coverage planning, timecard approval, and succession planning. 

Education, Experience, and Skills 

• Bachelor’s degree in Information Technology, Computer Science, or a related field; equivalent combination of education and experience will be considered. 

• Minimum 5 years of experience in IT support or service delivery, including a minimum of 2 years in a formal people leadership role. 7+ years total experience preferred. 

• Demonstrated experience leading a service desk or technical support team against defined SLAs and service metrics. 

• Experience establishing or maturing a knowledge management program, including measurement of self-service and ticket deflection. 

• Excellent communication skills across both technical and non-technical audiences. 

• Experience managing IT asset management operations across the asset lifecycle preferred. 

• Experience leading a 24x7, multi-shift, or follow-the-sun support operation strongly preferred. 

• Experience leading a team through organizational change, process consolidation, or merger of support functions preferred. 

Certificates, Licenses, Registrations 

• ITIL v4 Foundation certification preferred. 

Work Environment 

This is a hybrid position requiring both in-office and remote work. The employee will work from our office locations in Gaithersburg, Maryland and remotely from a home office or other suitable location with reliable high-speed internet access. In-office work is performed in a professional office setting with standard lighting, temperature control, and low to moderate noise levels. Standard office equipment including computer, phone, and video conferencing tools are used in both settings. This role requires approximately 80% onsite presence, rotating between the Perry Pkwy and Clopper Road locations, and periodic availability outside standard business hours to support escalations and on-call coverage. Your standard work schedule and hours will be established in collaboration with your leader and may be adjusted to align with evolving business needs.