Sr. Manager, Engineering Operations (Executive Support)

GEICO is seeking a seasoned and strategic Senior Manager to lead our Technical Service Center team. This role is crucial in providing comprehensive technical support to a large enterprise of 35,000+ associates across regional offices, hybrid, field, and remote work environments.

The ideal candidate will have extensive experience in managing large-scale Tech support operations, including incident and outage management, and will excel in leading a diverse team to deliver exceptional service.

Help drive our insurance business transformation as we transition from a traditional IT model to a tech organization with engineering excellence as its mission.

Job Responsibilities:

Team Leadership and Management:

• Lead, manage, and develop a team of technical support specialists, ensuring efficient and effective service delivery.

• Oversee the recruitment, training, and performance evaluation of team members, fostering a culture of excellence and continuous improvement.

• Develop and implement best practices, standards, and procedures to enhance the service center’s operations and customer satisfaction.

Technical Support Operations:

• Oversee the provision of technical support for a wide range of technologies, including hardware, software, networks, and applications, ensuring quick and effective resolution of issues.

• Manage support for associates across various work environments, including in-office, hybrid, field, and remote settings.

• Ensure the timely and accurate resolution of technical incidents and outages, minimizing downtime and impact on business operations.

• Coordination and facilitation of meetings and events for executive leaders.

Incident and Outage Management:

• Develop and implement robust incident and outage management processes, including escalation protocols and communication strategies.

• Coordinate with other Tech teams and stakeholders to quickly address and resolve high-impact incidents and system outages.

• Lead post-incident reviews and analysis to identify root causes and implement corrective actions to prevent recurrence.

Service Center Performance and Reporting:

• Monitor and analyze service center performance metrics, such as response time, resolution time, and customer satisfaction.

• Provide regular reports and updates to senior management, highlighting key performance indicators, trends, and areas for improvement.

• Implement continuous improvement initiatives to enhance service quality, efficiency, and team productivity.

Technology and Process Optimization:

• Stay current with industry trends and advancements in Tech support and service delivery.

• Evaluate and recommend new technologies and tools to improve the efficiency and effectiveness of the service center.

• Optimize workflows and processes to enhance service delivery and customer experience.

Stakeholder and Customer Engagement:

• Build and maintain strong relationships with internal stakeholders, including business units and other Tech departments.

• Act as the primary point of contact for escalated technical issues and ensure clear and effective communication with all stakeholders.

• Solicit feedback from customers to continuously improve service delivery and meet evolving business needs.

Basic Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field; Master’s degree preferred.

• At least 7 years of experience in IT support or service management, with at least 3 years in a leadership role managing large teams.

Preferred Qualifications:

• Proven experience in managing large-scale, enterprise-wide Tech support operations.

• Strong technical knowledge in hardware, software, networking, and system support.

• Excellent leadership, communication, and interpersonal skills, with the ability to lead and inspire a diverse team.

• Strong analytical and problem-solving skills, with experience in incident and outage management.

• Familiarity with ITIL or other Tech service management frameworks is highly desirable.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

 

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

 

Benefits:

As an Associate, you’ll enjoy our