Manager, Engineering Operations – Technical Support

Government Employees Insurance Company; Bethesda (MD); On-site; USD 101,000 - 190,000; Full time

Job summary

GEICO is seeking a Manager, Engineering Operations to lead the Technical Support team serving over 35,000 associates nationwide. You will guide technicians and engineers, drive automation, and champion AI-driven solutions to improve reliability and user experience.

In this role you will manage daily operations, set SLAs, analyze metrics, and collaborate with vendors to deliver on milestones. A strong engineering or IT background with leadership experience is required.

Qualifications

• Bachelor’s degree in engineering, CS, IT, 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.
• Proven ability to operate in high pressure situations handling multiple competing priorities.
• Ability to identify and proactively resolve or escalation issues.

Responsibilities

• 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.

Skills

Leadership

Problem solving

Pressure handling

Issue resolution

English proficiency

Dashboarding

Technical writing

Education

Bachelor’s degree in engineering, Computer Science, Information Technology, Business or comparable experience

Tools

Active Directory

Windows Server

Backup solutions

Video conferencing

Job description

Why Join GEICO?

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide. Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States. When you join our company, we want you to feel valued, supported, and proud to work here. That's why we offer the GEICO Pledge: Great Company, Great Culture, Great Rewards, and Great Careers.

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.

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 escalation 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.

Annual Salary

$101,475.00 - $189,625.00 The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

The GEICO Pledge:

• Great Company: Protecting customers through life’s twists and turns with innovation and integrity.
• Great Careers: Personalized development programs, mentorship, and certification assistance.
• Great Culture: Inclusive and collaborative culture rooted in shared success.
• Great Rewards: Competitive pay, benefits, and flexibility to support your well-being and future.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled. GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.

Opportunities for Students & Grads

Learn more about GEICO Benefits