Manager, Engineering Operations – Technical Support

Why Join GEICO?

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities.

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide.

Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge:
Great Company, Great Culture, Great Rewards, and Great Careers.

Manager, Engineering Operations – Technical SupportGEICO is seeking a Manager, Engineering Operations to lead the Technical Support team supporting over 35,000  this role, you will be responsible for leading a team of technicians and engineers servicing Geico associates throughout the US. With an engineering mindset focused on self-service and automation, you will drive efficiency and innovation, ensuring GEICO’s technical teams are delivering an elevated experience for GEICO associates.

Team Leadership & Development:

Lead, mentor, and develop high-performing team, fostering a culture of innovation, collaboration, and continuous improvement.

Supervising Technicians, providing guidance and support to ensure that they are able to provide high-quality technical support to associates.

Assign tasks to the team to support customer growth and needs.

Manage work schedules, monitor overtime, and approve timesheets.

Develop and implement trainings to support associates.

Develop, recommend and administer policies/procedures to support GEICO Tech initiatives.

Responsible for planning, budgeting, and organizing the team’s activities.

Engineering Mindset Focused on AI, Self-Service & Automation:

Champion automation and self-service tools to empower teams and end users to resolve common issues independently.

Lead efforts to automate routine operational tasks, reducing manual intervention and improving overall system reliability and scalability.

Promote the adoption of AI by identifying business use cases, designing AI-driven solutions, and implementing these technologies for associates.

Managing Operational Routines:

Oversee daily operations for the teams to ensure seamless service delivery, adherence to SLAs, and optimized processes.

Effectively defining/analyzing metrics to drive team behavior in pursuit of goals.

Lead initiatives to streamline operations, reduce inefficiencies, and implement best practices across the department.

Ensure exceptional customer satisfaction and deliver a consistently excellent work environment for all GEICO associates.

Manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.

Manage and support AV Operations throughout the enterprise.

Work with your manager to address project dependencies, negotiate and estimate incremental delivery dates for milestones with the stakeholder community, and deliver projects on time.

Interface with vendors as necessary to handle the purchase of hardware, software or services.

Basic Qualifications:

Bachelor’s degree in engineering, Computer Science, Information Technology, Business or comparable experience.

At least 5 years of hands-on work experience in supporting and leading teams in a technical environment.

Excellent leadership and team management skills with a focus on driving efficiency and operational excellence.

Solid understanding of dashboard and reporting tools, with the ability to visualize complex data into actionable insights.

Understanding of technical documentation, able to train and develop technical documentation…