Manager, Engineering Operations – Technical Support

• Lead the Technical Support team supporting over 35,000 associates
• Lead, mentor, and develop a high-performing team
• Supervise technicians and provide guidance and support for high-quality technical support
• Assign tasks to support customer growth and needs
• Manage work schedules, monitor overtime, and approve timesheets
• Develop and implement trainings for associates
• Develop, recommend, and administer policies and procedures supporting GEICO Tech initiatives
• Plan, budget, and organize the team’s activities
• Champion automation and self-service tools
• Lead automation of routine operational tasks
• Identify business use cases, design AI-driven solutions, and implement AI technologies
• Oversee daily operations, service delivery, SLAs, and process optimization
• Define and analyze metrics to drive team behavior toward goals
• Lead initiatives to streamline operations, reduce inefficiencies, and implement departmental best practices
• Ensure exceptional customer satisfaction and an excellent work environment for GEICO associates
• Manage IT Asset Management, inventory, and resource utilization
• Manage and support AV Operations throughout the enterprise
• Address project dependencies, negotiate and estimate milestone delivery dates, and deliver projects on time
• Interface with vendors for hardware, software, and service purchases

Requirements

• 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 for departmental needs
• Proven ability to operate in high pressure situations handling multiple competing priorities
• Strong Problem-solving skills
• Ability to identify and proactively resolve or escalated issues
• Ability to provide on-call support for high severity incidents
• Ability to liaise with vendors and partner teams to deliver projects
• Proficient in English
• Experience working in large, distributed environments supporting 35,000+ users
• Experience and familiarity with AI tools and automation
• Familiarity with cloud platforms, automation tools, and modern IT infrastructure
• Experience supporting incidents and users in a large enterprise environment
• Understanding of core network technologies (DHCP, DNS, TCP/IP, VLAN, SNMP)
• Experience in Active Directory, Windows Server and Backup solutions
• Video conferencing setup and troubleshooting
• Good understanding of VoIP technologies
• At this time, GEICO will not sponsor a new applicant for employment authorization for this position

Core Competencies

Demonstrates strong leadership and team management skills while driving operational excellence in a technical support environment. Proficient in implementing AI-driven solutions, managing IT asset resources, and optimizing service delivery for large-scale user bases.

Highest-signal resume keywords

• Team Leadership
• AI-Driven Solutions Implementation
• Operational Excellence
• Technical Documentation Development
• Incident Management

Hard Skills

• Technical Support
• Change Management
• Dashboard and Reporting Tools
• Core Network Technologies
• Active Directory
• Windows Server
• Backup Solutions
• VoIP Technologies
• Automation Tools
• Cloud Platforms

Soft Skills

• Problem-Solving
• Communication
• Mentoring
• Time Management
• Customer Satisfaction Focus

Industry Keywords

• Technical Support Team
• Large Distributed Environments
• Operational Efficiency
• Service Level Agreements
• Project Management

Tools & Technologies

• Video Conferencing Setup
• IT Asset Management
• Service Delivery Management
• Automation Tools
• Self-Service Tools