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Core Competencies
Role fitCore 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, vendor relations, and developing training programs for associates.
Highest-signal resume keywords
Team LeadershipAI Technologies ImplementationOperational ExcellenceTechnical Documentation DevelopmentCloud Platforms Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportAI ToolsAutomationNetwork TechnologiesActive DirectoryWindows ServerBackup SolutionsVoIP TechnologiesDashboard and Reporting ToolsIncident Management
Soft Skills
LeadershipProblem-SolvingChange ManagementCommunicationTime Management
Tools & Technologies
Cloud PlatformsAutomation ToolsVideo Conferencing ToolsIT Asset ManagementService Delivery Tools
Industry Keywords
Technical EnvironmentDistributed EnvironmentsSLA AdherenceProcess OptimizationCustomer Growth
Tech Stack
Tools & technologiesCloudDNSTCP/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, SLA adherence, and process optimization
- Define and analyze metrics to drive team behavior and goal achievement
- Streamline operations, reduce inefficiencies, and implement departmental best practices
- Manage the IT Asset Management process
- Manage and support AV Operations throughout the enterprise
- Address project dependencies, negotiate and estimate milestone delivery dates, and deliver projects on time
- Liaise with vendors regarding hardware, software, and services 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, 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 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
- Hybrid work arrangement
- Disability accommodations