Manager, Engineering Operations – Technical Support
About The Position
GEICO is seeking a Manager, Engineering Operations to lead the Technical Support team serving more than 35,000 associates. The role leads technicians and engineers supporting associates throughout the United States, with an engineering mindset focused on self-service and automation to improve efficiency, innovation, and the support experience. The manager develops the team, oversees operational routines and service delivery, and advances AI, automation, and self-service solutions. Responsibilities also include planning and budgeting, managing schedules and timesheets, training, policy and procedure administration, IT asset management, enterprise AV operations, project coordination, and vendor relations. The position is hybrid, with three days onsite.
Requirements
- Bachelor’s degree in engineering, Computer Science, Information Technology, Business, or comparable experience.
- At least 5 years of hands-on 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 perform in high-pressure situations 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 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 with video conferencing setup and troubleshooting.
- Good understanding of VoIP technologies.
Responsibilities
- Lead, mentor, and develop the team, fostering innovation, collaboration, and continuous improvement.
- Supervise technicians and provide guidance to support high-quality technical service 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 that help teams and end users resolve common issues independently.
- Automate routine operational tasks to reduce manual intervention and improve system reliability and scalability.
- Identify business use cases for AI, design AI-driven solutions, and implement them for associates.
- Oversee daily team operations to ensure seamless service delivery, SLA adherence, and optimized processes.
- Define and analyze metrics to guide team behavior and progress toward goals.
- Lead initiatives to streamline operations, reduce inefficiencies, and implement departmental best practices.
- Ensure associate satisfaction and a consistently excellent work environment.
- Manage IT asset management processes, maintaining 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.
- Coordinate with vendors as needed to purchase hardware, software, or services.
- Provide on-call support for high-severity incidents.
Benefits
- Personalized development programs, mentorship, and certification assistance.
- Competitive pay, benefits, and flexibility to support well-being and the future.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
