Manager, Engineering Operations – Technical Support
Core
Lead a team of technicians and engineers to provide technical support and operational services for over 35,000 associates across the US, driving efficiency through automation and AI.
Role type
Manager, Engineering Operations (Technical Support)
Builds
Self-service tools, automated operational workflows, and AI-driven solutions for internal associates
Domain
Insurance / Enterprise IT Operations
Deliverable
production ML models | infrastructure | dashboards & analysis
Required skills
Team leadership and mentorship, IT asset management, AV operations management, vendor negotiation, change management, incident escalation, technical documentation development, dashboard and reporting tool proficiency, problem-solving under pressure
Preferred skills
Experience in large distributed environments (35,000+ users), AI tools and automation familiarity, cloud platforms and modern IT infrastructure, core network technologies (DHCP, DNS, TCP/IP, VLAN, SNMP), Active Directory, Windows Server, Backup solutions, VoIP technologies, video conferencing setup and troubleshooting
Responsibilities
Lead, mentor, and develop high-performing team; Supervise technicians and assign tasks; Manage work schedules, overtime, and timesheets; Develop and implement training programs; Champion automation and self-service tools; Oversee daily operations and SLA adherence; Manage IT Asset Management process; Manage and support AV Operations; Interface with vendors for hardware/software/services
Seniority
Manager, hands-on leadership
