---
title: 'Manager, Enterprise Support & Technology Assets at GeneDx'
canonical: 'https://feeny.ai/job/manager-enterprise-support-technology-assets-genedx-gaithersburg-maryland-taqd2tpv1d3w'
type: 'job'
last_seen: '2026-09-11'
---

# Manager, Enterprise Support & Technology Assets at GeneDx

- **Company:** GeneDx
- **Location:** Gaithersburg Maryland, United States
- **Compensation:** $115k–$147k
- **Posted:** 2026-09-09
- **Last confirmed live:** 2026-09-11
- **Apply:** https://genedx.com/careers/openings?gh_jid=4732176005

## Job description

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.

Pay Transparency, Budgeted Range $115,120—$146,860 USD

A culture that plays to win, because patients are counting on us​

At GeneDx, we're driven by urgency and purpose: helping patients get diagnosed earlier. Our mission, to empower everyone to live their healthiest life through genomics, drives our team to make a tangible impact each day – and shapes our culture where high standards, strong teamwork, and meaningful ownership are the norm. We act with intention, support one another, and deliver work we're proud to put our names on.​

Here’s what you can expect day to day:​

1. Play like a champion (step up, redefine what’s possible, own it)​

We bring energy, focus, and a bias for action. We step up, take initiative, and deliver on our commitments – with quality, speed, and care.​

1. Think bigger (stretch beyond, courage not consensus)​

We push past the obvious. We challenge assumptions, raise the bar, and make thoughtful, decisive calls — choosing progress over perfection.​

1. Grow fast (be curious, speak up, be agile)​

We stay curious, ask questions, and share direct feedback with respect. We adapt quickly and keep learning through collaboration and continuous improvement.​

If you’re motivated by meaningful work, a fast-moving environment, and teammates who care deeply about outcomes, you’ll thrive at GeneDx.

At GeneDx, we believe in taking care of our people. We provide competitive compensation and benefits that reflect local market practices and legal requirements in each country where we operate, helping employees thrive both professionally and personally.

We welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.

GeneDx is a place where people from all backgrounds can make an impact.

All privacy policy information can be found [here](https://www.genedx.com/privacy).

## About GeneDx

## Company Overview
- **One-liner**: GeneDx provides advanced genetic testing for rare and inherited diseases, using the world’s largest rare disease dataset to deliver faster, more accurate diagnoses.
- **Entity Type**: Public (NASDAQ: WGS)
- **Headquarters**: Stamford, Connecticut, United States
- **Founded**: 2017
- **Founders**: Not publicly available

## Core Business
- Primary industry: Clinical genomics / rare disease diagnostics
- Target customers: B2B (clinicians, health systems, biopharma partners) and B2C (patients, families via at-home sample collection)
- Mission: “To diagnose any genetic disease as early as possible for more people around the world.” [genedx.com](https://www.genedx.com/why-genedx)

## Products & Services
- **GeneDx Infinity™**: The largest rare disease genomic dataset, with data from over 2.5 million tests, nearly 1 million exomes/genomes, and 7+ million phenotypic data points. Powers all testing and fuels drug discovery. [genedx.com](https://www.genedx.com/)
- **ExomeDx™ & GenomeDx™**: Industry-leading whole exome and whole genome sequencing tests, ranked #1 by pediatric and genetic specialists and granted FDA Breakthrough Device Designation. Available via simple cheek swab with at-home collection. [genedx.com](https://www.genedx.com/)
- **Targeted Panels**: Comprehensive panels for specific conditions, offering rapid results (days to weeks) and actionable insights. [genedx.com](https://www.genedx.com/)
- **Biopharma Services**: Accelerate drug discovery and clinical development using the GeneDx dataset and clinical expertise. [genedx.com](https://www.genedx.com/)

## Market Standing
- **Valuation/Market Cap**: Not publicly available (public company, market cap fluctuates)
- **Key Metric (Annual Revenue)**: $882.5 million (LinkedIn estimate) [linkedin.com](https://www.linkedin.com/company/genedx/life)
- **Total Funding (historical)**: $1.216 billion, including a $121M Series C led by BlackRock Innovation Capital (2020), post-IPO equity rounds, and a $100M venture round in 2025. [linkedin.com](https://www.linkedin.com/company/genedx/life)
- **Notable Investors/Partners**: BlackRock Innovation Capital, Sema4 (parent company). In-network for 79% of commercially insured patients; Medicaid coverage in 36 states. Trusted by over 75,000 clinicians. [genedx.com](https://www.genedx.com/)
- **Growth Signals**: Headcount grew 47% YoY (1,005 employees as of mid-2026); acquired Fabric Genomics (2025); named one of Fast Company’s Most Innovative Companies of 2025. [linkedin.com](https://www.linkedin.com/company/genedx/life) [genedx.com](https://www.genedx.com/careers)

## Competitive Advantages
- **Largest rare disease dataset (GeneDx Infinity™)**: Unmatched scale enables 17% higher diagnostic yield vs. standard testing. [genedx.com](https://www.genedx.com/)
- **Speed and actionability**: Results in days to weeks, with industry-leading classification and genetic counselors available. 60% of diagnosed patients see a change in medical management. [genedx.com](https://www.genedx.com/)
- **Over 25 years of innovation** (cumulative from legacy GeneDx): Discovered 500+ new disease-gene relationships and published 1,000+ scientific papers. [genedx.com](https://www.genedx.com/why-genedx)
- **FDA Breakthrough Device Designation** for core tests, validating clinical utility.

## Strategic Focus
- **Expand access**: Drive adoption of whole exome/genome sequencing as first-line testing for rare disease, growing payer coverage and reducing the diagnostic odyssey.
- **Accelerate drug discovery**: Leverage the dataset to partner with biopharma for therapeutic development.
- **Improve health system efficiencies**: Deliver integrated genomic intelligence to health systems for faster, more cost-effective care. [genedx.com](https://www.genedx.com/why-genedx)

## Why Work Here
- **Culture**: Described as “play like a champion”, “think bigger”, and “grow fast” – with a bias for action and meaningful ownership. Emphasis on urgency and purpose because patients are counting on them. [genedx.com](https://www.genedx.com/careers)
- **Benefits**: Comprehensive medical/dental/vision, virtual visits, behavioral health, 22 weeks fully paid parental leave, up to $25K annually for fertility/adoption/surrogacy, 401k match up to 5%, employee stock purchase plan at 15% discount, 11 paid holidays, competitive PTO, life/disability insurance, and free personal genetic testing. [genedx.com](https://www.genedx.com/careers)
- **Work model**: Not explicitly stated; likely hybrid/office-based given multiple locations (US, Canada, Iceland, UK, etc.). Remote flexibility may vary by role.
- **Engineering & science culture**: Strong focus on bioinformatics, data operations, and clinical research. Recent openings include Director of Bioinformatics Engineering, Product Manager, and Clinical Analyst. [linkedin.com](https://www.linkedin.com/company/genedx/life)
- **Mission-driven**: Every role directly contributes to ending the diagnostic odyssey for children with rare diseases. [genedx.com](https://www.genedx.com/careers)

## Sources
1. [genedx.com](https://www.genedx.com/)
2. [genedx.com](https://www.genedx.com/careers)
3. [genedx.com](https://www.genedx.com/why-genedx)
4. [genedx.com](https://www.genedx.com/careers/openings)
5. [linkedin.com](https://www.linkedin.com/company/genedx/life)

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