GeneDx
Overview
Director, Enterprise Support
at
GeneDx GeneDx (Nasdaq: WGS) delivers personalized health insights to inform diagnosis, direct treatment, and improve drug discovery. The company accelerates genomic and clinical information use to enable precision medicine as the standard of care, with industry-leading exome and genome testing and interpretation services and the world’s largest rare disease data sets. This role leads enterprise-wide support services within a regulated healthcare laboratory environment, ensuring seamless technical support, operational excellence, and compliance with healthcare standards such as HIPAA and HITRUST. You will drive strategic initiatives to modernize support services, leverage emerging technologies, and foster a culture of continuous improvement. This is a hybrid role in Gaithersburg, MD.
Responsibilities
Define and execute a multi-year enterprise support strategy, including operating model, team structure, and tooling. Ensure alignment with SLAs and KPIs while fostering accountability and responsiveness. Continuously rethink the services the department delivers, how it is measured, and what capabilities are offered. Collaborate and communicate with other teams to ensure alignment and remove ambiguity. Lead service and support incidents, ensure communications and escalation SOPs are followed, and perform retros for continuous improvement of incident processes. Develop and implement a knowledge management process to ensure documentation, SOPs, and KBs are up to date and accessible for internal and external stakeholders, including automations. Proactively identify support trends and initiate programs to address them with the relevant teams and leaders. Manage key vendor relationships to maintain service levels and identify opportunities to augment mission-critical needs.
Service Desk Leadership
Oversee a multisite and hybrid IT Service Desk supporting 1,000+ end users. Drive continuous improvement in service delivery, ticket resolution, and user satisfaction. Implement and manage ITSM platforms (e.g., ServiceNow, Jira) to streamline workflows and reporting. Collaborate with Endpoint & Productivity teams to resolve access issues and enforce Conditional Access Policies. Establish on-call rotations to ensure continuous coverage. Evolve and grow Service Desk team members, preparing them for future roles at GeneDx as part of our talent pipeline.
Contact Center Operations
Establish a team dedicated to the success of contact center operations from a technical support perspective. Lead enterprise contact center support for internal and external stakeholders, including supervisors, clinicians, key vendors or MSPs, and administrative staff. Develop and maintain scripts, escalation protocols, and performance dashboards. Collaborate with contact center leaders to identify support gaps and develop solutions to fill them. Identify and remediate technical challenges through direct engagement with internal and external engineering teams.
People Manager
Manage more than one team consisting of leads and individual contributors.
Education, Experience, And Skills
8+ years of experience in IT support and leadership, preferably in healthcare or life sciences. Proven experience managing service desks and contact centers in hybrid work environments. Strong understanding of healthcare compliance frameworks (HIPAA, HITRUST). Familiarity with Microsoft 365, Azure AD, Entra ID, and endpoint management tools. Excellent communication skills across technical and non-technical audiences. Bachelor’s Degree in a related field preferred but not required. Ability to maintain professional accuracy and deadlines. Experience with New York State-licensed laboratory preferred.
Certificates, Licenses, Registrations
Related certifications such as ITIL Foundation or higher, HDI Support Center Manager, or similar desired but not required.
Physical Demands
Ability to stand, walk, and sit for extended periods.
Work Environment
Office setting with a typical climate-controlled environment. Occasional exposure to manufacturing or warehouse areas, which may involve loud noises, dust, and varying temperatures. Occasional travel to other GeneDx sites; potential exposure to outdoor weather conditions. Standard work hours are Monday through Friday, 9 AM to 5 PM Eastern, with occasional overtime during peak periods.
Compensation and Benefits
Pay: $183,000—$200,000 USD Benefits include Health, Dental, Vision, Life insurance; 401k; PTO; Employee discounts; Voluntary benefits.
Equal Opportunity
GeneDx is an Equal Opportunity Employer. All privacy policy information can be found here.
Seniority level
Director Employment type
Full-time Job function
Other
#J-18808-Ljbffr
Director, Enterprise Support
at
GeneDx GeneDx (Nasdaq: WGS) delivers personalized health insights to inform diagnosis, direct treatment, and improve drug discovery. The company accelerates genomic and clinical information use to enable precision medicine as the standard of care, with industry-leading exome and genome testing and interpretation services and the world’s largest rare disease data sets. This role leads enterprise-wide support services within a regulated healthcare laboratory environment, ensuring seamless technical support, operational excellence, and compliance with healthcare standards such as HIPAA and HITRUST. You will drive strategic initiatives to modernize support services, leverage emerging technologies, and foster a culture of continuous improvement. This is a hybrid role in Gaithersburg, MD.
Responsibilities
Define and execute a multi-year enterprise support strategy, including operating model, team structure, and tooling. Ensure alignment with SLAs and KPIs while fostering accountability and responsiveness. Continuously rethink the services the department delivers, how it is measured, and what capabilities are offered. Collaborate and communicate with other teams to ensure alignment and remove ambiguity. Lead service and support incidents, ensure communications and escalation SOPs are followed, and perform retros for continuous improvement of incident processes. Develop and implement a knowledge management process to ensure documentation, SOPs, and KBs are up to date and accessible for internal and external stakeholders, including automations. Proactively identify support trends and initiate programs to address them with the relevant teams and leaders. Manage key vendor relationships to maintain service levels and identify opportunities to augment mission-critical needs.
Service Desk Leadership
Oversee a multisite and hybrid IT Service Desk supporting 1,000+ end users. Drive continuous improvement in service delivery, ticket resolution, and user satisfaction. Implement and manage ITSM platforms (e.g., ServiceNow, Jira) to streamline workflows and reporting. Collaborate with Endpoint & Productivity teams to resolve access issues and enforce Conditional Access Policies. Establish on-call rotations to ensure continuous coverage. Evolve and grow Service Desk team members, preparing them for future roles at GeneDx as part of our talent pipeline.
Contact Center Operations
Establish a team dedicated to the success of contact center operations from a technical support perspective. Lead enterprise contact center support for internal and external stakeholders, including supervisors, clinicians, key vendors or MSPs, and administrative staff. Develop and maintain scripts, escalation protocols, and performance dashboards. Collaborate with contact center leaders to identify support gaps and develop solutions to fill them. Identify and remediate technical challenges through direct engagement with internal and external engineering teams.
People Manager
Manage more than one team consisting of leads and individual contributors.
Education, Experience, And Skills
8+ years of experience in IT support and leadership, preferably in healthcare or life sciences. Proven experience managing service desks and contact centers in hybrid work environments. Strong understanding of healthcare compliance frameworks (HIPAA, HITRUST). Familiarity with Microsoft 365, Azure AD, Entra ID, and endpoint management tools. Excellent communication skills across technical and non-technical audiences. Bachelor’s Degree in a related field preferred but not required. Ability to maintain professional accuracy and deadlines. Experience with New York State-licensed laboratory preferred.
Certificates, Licenses, Registrations
Related certifications such as ITIL Foundation or higher, HDI Support Center Manager, or similar desired but not required.
Physical Demands
Ability to stand, walk, and sit for extended periods.
Work Environment
Office setting with a typical climate-controlled environment. Occasional exposure to manufacturing or warehouse areas, which may involve loud noises, dust, and varying temperatures. Occasional travel to other GeneDx sites; potential exposure to outdoor weather conditions. Standard work hours are Monday through Friday, 9 AM to 5 PM Eastern, with occasional overtime during peak periods.
Compensation and Benefits
Pay: $183,000—$200,000 USD Benefits include Health, Dental, Vision, Life insurance; 401k; PTO; Employee discounts; Voluntary benefits.
Equal Opportunity
GeneDx is an Equal Opportunity Employer. All privacy policy information can be found here.
Seniority level
Director Employment type
Full-time Job function
Other
#J-18808-Ljbffr