Manager, Engineering Operations – Technical Support

GEICO

GEICO engineering operations manager leading technical support for 35,000+ associates. Driving automation, AI adoption, IT asset management, and operational excellence.

Posted 9/10/2026full-timeBethesda • Arizona, California, Florida, Illinois, Maryland, New York, Virginia, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $101,475 - $189,625 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in leading technical support teams, driving operational excellence, and implementing AI-driven solutions. Proficient in managing large-scale IT operations, ensuring customer satisfaction, and optimizing processes in a high-pressure environment.

Highest-signal resume keywords

Team LeadershipAI Technologies ImplementationOperational ExcellenceTechnical Support ManagementProcess Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI ToolsCloud PlatformsActive DirectoryWindows ServerBackup SolutionsCore Network TechnologiesTechnical DocumentationDashboard and Reporting ToolsVoIP TechnologiesVideo Conferencing Setup

Soft Skills

Problem-SolvingChange ManagementCustomer SatisfactionTeam ManagementCommunication

Tools & Technologies

Automation ToolsIT Asset ManagementService Delivery ManagementVendor ManagementResource Utilization

Industry Keywords

Technical SupportOperational EfficiencyDistributed EnvironmentsHigh Severity IncidentsSLA Management

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 automation and self-service tools
Lead automation of routine operational tasks
Identify business use cases, design AI-driven solutions, and implement AI technologies
Oversee daily operations, service delivery, SLAs, and process optimization
Define and analyze metrics to drive team behavior toward goals
Streamline operations, reduce inefficiencies, and implement departmental best practices
Ensure exceptional customer satisfaction and an excellent work environment
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 for hardware, software, or service purchases

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
Understanding of technical documentation
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
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
Competitive pay
Benefits
Flexibility to support your well-being and future
Disability accommodations