Manager, Engineering Operations – Technical Support

GEICO • Renton, WA

12d • $121,975 - $189,625 • Hybrid

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 centered on self-service, automation, and innovation to improve efficiency and the associate experience.

The manager oversees team leadership and development, operational routines, technical support delivery, IT asset management, and enterprise audiovisual operations. The role also promotes AI adoption, automation, reliable service delivery, and continuous improvement, while coordinating projects with stakeholders and vendors.

Requirements

• Bachelor’s degree in engineering, Computer Science, Information Technology, 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, focused on efficiency and operational excellence.
• Solid understanding of dashboard and reporting tools, with 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 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 working in large, distributed environments supporting 35,000 or more 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, 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 the team, fostering innovation, collaboration, and continuous improvement.
• Supervise technicians and provide guidance and support to ensure high-quality technical support for 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.
• Lead automation of 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 technologies for associates.
• Oversee daily team operations to ensure seamless service delivery, SLA adherence, 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 customer satisfaction and a consistently excellent work environment for GEICO associates.
• Manage the IT Asset Management process, including inventory accuracy and resource utilization.
• Manage and support enterprise AV Operations.
• Coordinate with the manager and stakeholders on project dependencies, milestone estimates, delivery dates, and on-time project delivery.
• Interface with vendors as needed to purchase hardware, software, or services.
• Provide on-call support for high-severity incidents.

Benefits

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

What This Job Offers

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