Sr. Manager, Engineering Operations (Tech Solutions Center) - OneTen Coalition
Chevy Chase, MD
About the Job
GEICO is seeking a strategic Senior Manager to lead our Tech Solution Center team, providing 24/7 Level 1 and 2 support. 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. This leader will 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:
Technical Support Operations:
Incident and Outage Management:
Tech Solution Center Performance and Reporting:
Technology and Process Optimization:
Stakeholder and Customer Engagement:
Basic Qualifications:
Preferred Qualifications:
At this time, GEICO will not sponsor a new applicant for employment authorization for this position.
Benefits:
As an Associate, you'll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:
*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
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.
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. This leader will 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 Tech Solution 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.
- Provide 24/7 after hours on-call support
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.
Tech Solution Center Performance and Reporting:
- Monitor and analyze Tech Solution 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 Tech Solution 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
- At least 7 years of experience in Tech Support or Service Management, with at least 3 years in a leadership role managing large teams
- At least 2 years of experience managing large-scale, enterprise-wide Tech support operations
Preferred Qualifications:
- 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 Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:
- Premier Medical, Dental and Vision Insurance with no waiting period**
- Paid Vacation, Sick and Parental Leave
- 401(k) Plan
- Tuition Reimbursement
- Paid Training and Licensures
*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.
**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.
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.
Source : OneTen Coalition