Manager, Engineering Operations – Technical Support

GEICO • Chicago, IL

1d • Hybrid

About The Position

GEICO is seeking a Manager, Engineering Operations to lead the Technical Support team, which supports more than 35,000 associates. The manager leads technicians and engineers providing technical support to associates throughout the United States. With an engineering mindset focused on self-service and automation, this role drives efficiency and innovation and helps ensure technical teams deliver an elevated experience for GEICO associates.

The position leads, mentors, and develops the team; oversees its staffing, schedules, training, policies, planning, and budget; and champions AI, self-service, and automation. It oversees operational routines, service delivery, metrics, process improvement, customer satisfaction, IT asset management, and enterprise AV operations. The manager also coordinates project milestones and dependencies with stakeholders and works with vendors on hardware, software, and services.

This is a hybrid role based at GEICO's Downtown Chicago office in the Merchandise Mart Building, with onsite work three days per week. The role may require on-call support for high-severity incidents.

Requirements

• Bachelor's degree in engineering, computer science, information technology, or business, or comparable experience.
• At least 5 years of hands-on work experience supporting and leading teams in a technical environment.
• Excellent leadership and team management skills, with a focus on efficiency and operational excellence.
• Solid understanding of dashboard and reporting tools and the ability to turn complex data into actionable insights.
• Understanding of technical documentation and ability to develop documentation and training for departmental needs.
• Ability to operate under pressure while handling multiple competing priorities.
• Strong problem-solving skills.
• Ability to identify and proactively resolve issues or escalate them as needed.
• 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.
• Proficiency in English.

Nice To Haves

• Experience working in large, distributed environments supporting more than 35,000 users.
• Experience with 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, including DHCP, DNS, TCP/IP, VLAN, and SNMP.
• Experience with Active Directory, Windows Server, and backup solutions.
• Experience setting up and troubleshooting video conferencing.
• Good understanding of VoIP technologies.

Responsibilities

• Lead, mentor, and develop a high-performing team, fostering innovation, collaboration, and continuous improvement.
• Supervise technicians and provide guidance and support so they can deliver high-quality technical support to associates.
• Assign team tasks to support customer growth and needs.
• Manage work schedules, monitor overtime, and approve timesheets.
• Develop and implement training 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 so teams and end users can resolve common issues independently.
• Lead automation of routine operational tasks to reduce manual intervention and improve system reliability and scalability.
• Promote AI adoption by identifying business use cases, designing AI-driven solutions, and implementing them for associates.
• Oversee daily operations to ensure seamless service delivery, adherence to SLAs, and optimized processes.
• Define and analyze metrics to guide team behavior toward goals.
• Lead initiatives to streamline operations, reduce inefficiencies, and implement departmental best practices.
• Ensure exceptional customer satisfaction and a consistently excellent work environment for GEICO associates.
• Manage IT asset management, ensuring accurate inventory and optimal resource utilization.
• Manage and support enterprise AV operations.
• Work with the manager to address project dependencies, negotiate and estimate incremental milestone delivery dates with stakeholders, and deliver projects on time.
• Work with vendors as necessary to purchase hardware, software, or services.

Benefits

• Personalized development programs, mentorship, and certification assistance.
• Competitive pay, benefits, and flexibility to support well-being and future needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager