- Senior
- Escritório em Gaithersburg
GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.
Summary
The Director of Enterprise Support is responsible for leading and continuously evolving enterprise-wide support services, including IT Service Desk and Contact Center Operations Support, within a regulated healthcare laboratory environment. This role ensures seamless technical support, operational excellence, and compliance with healthcare standards such as HIPAA and HITRUST.
In this role, you will drive strategic initiatives to modernize support services, leverage emerging technologies, and foster a culture of continuous improvement to meet evolving organizational needs.
Job 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 a culture of 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, ensuring communications and escalations 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 available for both internal and external stakeholders as well as automations
- Proactively identify support trends and how they may need to be met and initiate programs to address with the relevant teams and leaders.
- Manage key vendor relationships to ensure service levels are maintained and identify opportunities for new vendors 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 contact center 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
- Work is primarily performed in an office setting with a typical climate-controlled environment.
- Occasional exposure to manufacturing or warehouse areas, which may involve loud noises, dust, and varying temperatures.
- The role may require occasional travel to other GeneDx sites, with potential exposure to outdoor weather conditions.
- Standard work hours are Monday through Friday, 9 AM to 5 PM Eastern, with occasional overtime required during peak periods.
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Science - Minded, Patient - Focused.
At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.
Experts in what matters most.
With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.
SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.
From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
TECHNICAL EXPERTISE
- High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.
CLINICAL EXPERTISE
- Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.
Learn more About Us here.
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
