Manager, Enterprise Support & Technology Assets

Location: Hybrid role based in Gaithersburg, Maryland, United States, requiring approximately 80% onsite presence at the Perry Pkwy and Clopper Road offices, with periodic availability outside standard business hours for escalations and on-call coverage.

Salary: $115,120–$146,860 USD per year

Company

hirify.global is a genomics company focused on helping patients receive diagnoses earlier and empowering healthier lives through genomic medicine.

What you will do

• Lead, coach, and develop the Tier 1 Enterprise Service Desk organization, including hiring, onboarding, performance management, career development, succession planning, and coverage scheduling.
• Roll out and operate a 24x7 support model with offshore overnight coverage, shift handoffs, escalation paths, and consistent service standards.
• Own Service Desk delivery for 1,000+ end users across multiple locations, including SLAs, first-contact resolution, resolution times, escalations, backlog, queue management, and major incident response.
• Maintain the Tier 1/Tier 2 support model, standard operating procedures, ticket quality standards, and post-incident corrective actions.
• Develop knowledge management, self-service, shift-left, ticket-deflection, and automation initiatives.
• Manage Technology asset operations across inventory, lifecycle, device refresh, recovery, procurement, onboarding, and offboarding.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience.
• At least 5 years of IT support or service delivery experience, including at least 2 years in a formal people leadership role; 7+ years is preferred.
• Experience leading a service desk or technical support team against defined SLAs and service metrics.
• Experience establishing or maturing knowledge management, including self-service and ticket-deflection measurement.
• Strong communication skills with technical and non-technical audiences.
• Ability to work in a hybrid arrangement based in Gaithersburg, Maryland, with approximately 80% onsite presence and periodic on-call availability.

Nice to have

• ITIL v4 Foundation certification.
• Experience managing IT asset operations across the asset lifecycle.
• Experience leading 24x7, multi-shift, or follow-the-sun support operations.
• Experience leading organizational change, process consolidation, or the merger of support functions.

Culture & Benefits

• Mission-driven work focused on helping patients receive diagnoses earlier through genomics.
• Culture centered on ownership, high standards, teamwork, urgency, continuous improvement, and meaningful impact.
• Competitive compensation and benefits aligned with local market practices and legal requirements.
• Hybrid work combining office-based support with remote work from a suitable home office with reliable high-speed internet.