Manager, Engineering Operations – Technical Support

GEICO

GEICO engineering operations manager leading technical support, automation, and AI initiatives for 35,000+ associates. Managing technicians, IT assets, AV operations, vendors, and service delivery.

Posted 9/10/2026full-timeBethesda • California, Maryland, New York, Virginia, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $108,650 - $189,625 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and team management capabilities while driving operational excellence in a technical support environment. Proficient in AI tools, automation, and managing large-scale IT operations to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Leadership And Team ManagementAI Tools And AutomationTechnical Documentation DevelopmentIncident Management And SupportCloud Platforms And Modern IT Infrastructure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportChange ManagementDashboard And Reporting ToolsCore Network TechnologiesActive DirectoryWindows ServerBackup SolutionsVoIP TechnologiesVideo Conferencing SetupAutomation Tools

Soft Skills

Problem-SolvingAbility To Work Under PressureCommunication SkillsMentoring And Development

Tools & Technologies

AI-Driven SolutionsSelf-Service ToolsIT Asset ManagementService Level Agreements (SLAs)Vendor Management

Industry Keywords

Technical Support TeamLarge Distributed EnvironmentsOperational ExcellenceCustomer SatisfactionTeam Activities Planning

Tech Stack

Tools & technologies

CloudDNSTCP/IPVoIP

About the role

Key responsibilities & impact

Lead the Technical Support team supporting over 35,000 associates
Lead, mentor, and develop a high-performing team
Supervise technicians and provide guidance and support
Assign 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 AI, self-service tools, and automation
Automate routine operational tasks to reduce manual intervention and improve system reliability and scalability
Identify business use cases, design AI-driven solutions, and implement technologies for associates
Oversee daily operations, service delivery, SLAs, and processes
Define and analyze metrics to drive team behavior toward goals
Streamline operations, reduce inefficiencies, and implement departmental best practices
Ensure customer satisfaction and an excellent work environment for GEICO associates
Manage IT Asset Management, inventory, and resource utilization
Manage and support AV Operations throughout the enterprise
Address project dependencies, negotiate and estimate milestone delivery dates, and deliver projects on time
Interface with vendors to purchase hardware, software, or services

Requirements

What you’ll need

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
Ability to visualize complex data into actionable insights
Understanding of technical documentation and ability to train and develop technical documentation
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
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
At this time, GEICO will not sponsor a new applicant for employment authorization for this position

Benefits

Comp & perks

Personalized development programs
Mentorship
Certification assistance
Inclusive and collaborative culture
Competitive pay
Benefits
Flexibility to support well-being and future
Reasonable accommodations for qualified individuals with disabilities