Manager, Engineering Operations – Technical Support

GEICO•Bethesda, MD

About The Position

GEICO is seeking a Manager, Engineering Operations to lead the Technical Support team supporting over 35,000 associates. In 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.

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 escalate issues.
Ability to understand and execute change management activities.
Ability to provide on-call support for high severity incidents.
Ability to liaise with vendors and partner teams to deliver projects.
Proficient in English.

Nice To Haves

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.
Holds an 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.

Responsibilities

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.
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.
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.