Head of Enterprise Tech Support & Asset Management

GeneDx; Gaithersburg (MD); Hybrid; USD 115,000 - 147,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

GeneDx is seeking a Manager of Enterprise Support & Technology Assets to lead the organization’s enterprise-wide technology support function, ensuring high-quality service and continuous improvement for patients, customers, and staff across the Gaithersburg sites.

You will own SLA attainment, knowledge management, asset management, and onsite coverage, with a strong emphasis on 24x7 operations and cross-site coordination.

Qualifications

• 5+ years of IT support or service delivery experience.
• Minimum 2 years in a formal people leadership role.
• Experience leading a service desk against defined SLAs and metrics.
• Experience establishing or maturing a knowledge management program.
• Excellent communication across technical and non-technical audiences.
• Experience managing IT asset management across the lifecycle.
• Experience leading 24x7, multi-shift, or follow-the-sun support.
• ITIL v4 Foundation certification preferred.

Responsibilities

• Lead the Tier 1 support organization and manage hiring, onboarding, and performance management.
• Oversee 24x7 operations, including offshore resources and handoff protocols.
• Define and maintain Tier 1/2 support model and SOPs; drive growth through documentation.
• Own knowledge management, shift-left initiatives, and ticket deflection metrics.
• Manage Technology asset management, including lifecycle, inventory, and asset recovery.
• Define Service Desk metrics and provide regular performance reporting to leadership.
• Own on-call schedules and review timecards.

Skills

Leadership

Communication

IT operations

Education

Bachelor’s degree in IT/CS

Equivalent combination of education and experience

Job description

GeneDx is seeking a Manager of Enterprise Support & Technology Assets to lead the organization’s enterprise-wide technology support function, ensuring high-quality service and continuous improvement for patients, customers, and staff across the Gaithersburg sites.

You will own SLA attainment, knowledge management, asset management, and onsite coverage, with a strong emphasis on 24x7 operations and cross-site coordination.