Manager, Engineering Operations – Technical Support

GEICO is seeking a Manager, Engineering Operations to lead the Technical Support team supporting over 35,000 associates. In this role, you will be responsible for leading a team of technicians and engineers servicing Geico associates throughout the US. With an engineering mindset focused on self-service and automation, you will drive efficiency and innovation, ensuring GEICO's technical teams are delivering an elevated experience for GEICO associates.

Responsibilities

Lead, mentor, and develop high-performing team, fostering a culture of innovation, collaboration, and continuous improvement; Supervise technicians, providing guidance and support to ensure high-quality technical support to associates; Assign tasks to the team to support customer growth and needs; Manage work schedules, monitor overtime, and approve timesheets; Develop and implement trainings to support associates; Develop, recommend and administer policies/procedures to support GEICO Tech initiatives; Responsible for planning, budgeting, and organizing the team's activities; Champion automation and self-service tools to empower teams and end users to resolve common issues independently; Lead efforts to automate routine operational tasks, reducing manual intervention and improving overall system reliability and scalability; Promote the adoption of AI by identifying business use cases, designing AI-driven solutions, and implementing these technologies for associates; Oversee daily operations to ensure seamless service delivery, adherence to SLAs, and optimized processes; Define and analyze metrics to drive team behavior in pursuit of goals; Lead initiatives to streamline operations, reduce inefficiencies, and implement best practices across the department; Ensure exceptional customer satisfaction and a consistently excellent work environment for all GEICO associates; Manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization; Manage and support AV Operations throughout the enterprise; Work with your manager to address project dependencies, negotiate and estimate incremental delivery dates for milestones, and deliver projects on time; Interface with vendors as necessary to handle the purchase of hardware, software or services

Requirements

Bachelor's degree in engineering, Computer Science, Information Technology, Business or comparable experience; At least 5 years of hands-on work experience in supporting and leading teams in a technical environment; Excellent leadership and team management skills with a focus on driving efficiency and operational excellence; Solid understanding of dashboard and reporting tools, with the ability to visualize complex data into actionable insights; Understanding of technical documentation, able to train and develop technical documentation for departmental needs; Proven ability to operate in high pressure situations 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 have

Experience working in large, distributed environments supporting 35,000+ 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 (DHCP, DNS, TCP/IP, VLAN, SNMP); Experience in Active Directory, Windows Server and Backup solutions; Video conferencing setup and troubleshooting; Good understanding of VoIP technologies

Benefits

Personalized development programs, mentorship, and certification assistance; Competitive pay, benefits, and flexibility to support your well-being and future; Inclusive and collaborative culture rooted in shared success