Manager, Engineering Operations – Technical Support

Hybrid- 3 Days Onsite

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.

Team Leadership & Development: 

• Lead, mentor, and develop high-performing team, fostering a culture of innovation, collaboration, and continuous improvement.
• Supervising Technicians, providing guidance and support to ensure that they are able to provide 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.

Engineering Mindset Focused on AI, Self-Service & Automation: 

• 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.

Managing Operational Routines: 

• Oversee daily operations for the teams to ensure seamless service delivery, adherence to SLAs, and optimized processes.
• Effectively defining/analyzing 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 deliver 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 with the stakeholder community, and deliver projects on time.
• Interface with vendors as necessary to handle the purchase of hardware, software or services.

Basic Qualifications:

• 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.

Preferred Skills Qualifications:

• 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.
• Holds an 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.