Manager, Engineering Operations – Technical Support

GEICO•Tampa, FL

12d•Hybrid

About The Position

GEICO is seeking a Manager, Engineering Operations to lead the Technical Support team serving more than 35,000 associates. The manager leads technicians and engineers who support associates throughout the United States, applying an engineering mindset focused on self-service and automation to improve efficiency and deliver an elevated support experience. The role oversees team development and staffing, operational routines, technical support delivery, IT asset management, and enterprise AV operations. It also champions automation and AI use cases, promotes process improvement, manages vendor interactions, and coordinates project dependencies and delivery milestones with stakeholders.

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 ability to turn complex data into actionable insights.
Understanding of technical documentation and ability to create and develop documentation for departmental needs.
Proven ability to work under pressure while 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 liaise with vendors and partner teams to deliver projects.
Proficient in English.

Nice To Haves

Experience in large, distributed environments supporting 35,000 or more users.
Experience 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 guide them in providing 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 team activities.
Champion automation and self-service tools so teams and end users can resolve common issues independently.
Automate routine operational tasks to reduce manual intervention and improve system reliability and scalability.
Identify AI business use cases, design AI-driven solutions, and implement them for associates.
Oversee daily team operations to ensure service delivery, adherence to SLAs, and optimized processes.
Define and analyze metrics to guide team performance toward goals.
Lead initiatives to streamline operations, reduce inefficiencies, and implement departmental best practices.
Ensure customer satisfaction and a consistently excellent work environment for GEICO associates.
Manage IT Asset Management processes, including accurate inventory and optimal resource utilization.
Manage and support enterprise AV Operations.
Work with the manager to address project dependencies, negotiate and estimate milestone delivery dates with stakeholders, and deliver projects on time.
Work with vendors as necessary to purchase hardware, software, or services.
Provide on-call support for high-severity incidents.