Director, Enterprise Support

Director, Enterprise Support

GeneDx 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.

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

Contact Center Operations

People Manager

Education, Experience, and Skills

Certificates, Licenses, Registrations

Physical Demands

Work Environment

Pay Transparency, Budgeted Range : $183,000 - $200,000 USD