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Engineering Operations Manager, Technical Support
Lead technical support operations for GEICO’s 35,000+ associates, advancing AI, automation, self-service, IT asset management, and operational excellence.
Aprašymas
- Lead and develop a strong technical support team through mentoring and coaching.
- Guide technicians to deliver reliable, high-quality technical support.
- Allocate team assignments to meet customer demand and support growth.
- Coordinate schedules, track overtime, and approve timesheets.
- Create and deliver training for associates.
- Shape and administer policies and procedures that advance GEICO Tech initiatives.
- Organize team activities, including planning and budgeting.
- Promote the use of AI, automation, and self-service tools.
- Automate recurring operational work to reduce manual effort and improve reliability and scale.
- Find business needs suited to AI, design solutions, and introduce technologies for associates.
- Direct daily operations, service delivery, SLAs, and process improvements.
- Set and assess performance metrics that guide the team toward its goals.
- Run efforts to simplify operations, eliminate inefficiencies, and establish departmental best practices.
- Oversee IT asset management processes and inventory.
- Coordinate and support audiovisual operations across the enterprise.
- Manage project dependencies, agree on milestone estimates and dates, and keep delivery on schedule.
- Work with vendors on hardware, software, and service purchases.
Reikalavimai
- Bachelor’s degree in engineering, computer science, information technology, or business, or comparable experience.
- Five or more years of hands-on experience supporting and leading teams in a technical setting.
- Strong leadership and team management skills, with an emphasis on efficiency and operational excellence.
- Familiarity with dashboards and reporting tools, including presenting complex data as actionable insights.
- Knowledge of technical documentation and the ability to create and teach documentation for departmental needs.
- Able to manage high-pressure situations and competing priorities.
- Strong problem-solving ability.
- Able to spot issues and resolve or escalate them proactively.
- Able to understand and carry out change management activities.
- Available for on-call support during high-severity incidents.
- Able to coordinate with vendors and partner teams to deliver projects.
- Proficient in English.
- Experience supporting more than 35,000 users in a large, distributed environment.
- Familiarity with AI tools and automation.
- Familiarity with cloud platforms, automation tools, and modern IT infrastructure.
- Experience handling incidents and supporting users in a large enterprise.
- Knowledge of core networking 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.
Privalumai
- Personalized professional development programs.
- Mentoring.
- Certification assistance.
- An inclusive, collaborative culture centered on shared success.
- Competitive pay.
- Benefits package.
- Flexible support for well-being and future needs.
- Disability accommodations.