Manager, Engineering Operations – Technical Support

GEICO•Chicago, IL

2d•$115,825 - $181,425•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 supporting associates throughout the United States, with an engineering mindset focused on self-service and automation to improve efficiency and the associate experience. The role includes developing the team, assigning work, overseeing schedules and timesheets, planning and budgeting team activities, and developing training and departmental policies. The manager promotes AI adoption, self-service, and automation; oversees daily service delivery, metrics, SLAs, and operational improvement; and manages IT asset processes and enterprise AV operations. The manager also coordinates project dependencies and delivery dates with stakeholders and works with vendors on hardware, software, or service purchases. This is a hybrid position based in downtown Chicago, with onsite work three days per week. On-call support for high-severity incidents is required. The listed annual salary range is $115,825 to $181,425. GEICO states it will not sponsor a new applicant for employment authorization for this position.

Requirements

Bachelor’s degree in engineering, Computer Science, Information Technology, or 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 technical 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 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 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 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 to support 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 independently resolve common issues.
Automate 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 technologies for associates.
Oversee daily team operations to ensure seamless service delivery, adherence to SLAs, and optimized processes.
Define and analyze metrics to guide team behavior toward goals.
Lead efforts 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 processes, ensuring 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 needed to purchase hardware, software, or services.
Provide on-call support for high-severity incidents.