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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and team management skills while driving operational excellence in technical support environments. Proficient in AI tools, automation, and managing large-scale IT operations to enhance service delivery and efficiency.
Highest-signal resume keywords
Leadership And Team ManagementAI And Automation ToolsTechnical Support OperationsIncident ManagementCloud Platforms And IT Infrastructure
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 DocumentationProblem-SolvingChange ManagementCore Network TechnologiesActive DirectoryWindows ServerBackup SolutionsVoIP TechnologiesDashboard And Reporting ToolsVideo Conferencing Setup
Soft Skills
Operational ExcellenceHigh Pressure Situations ManagementProactive Issue ResolutionCommunication SkillsTeam Development
Tools & Technologies
AI ToolsAutomation ToolsCloud PlatformsIT Asset ManagementService Delivery Metrics
Industry Keywords
Technical SupportDistributed EnvironmentsSLA ManagementProcess OptimizationVendor Management
Tech Stack
Tools & technologiesCloudDNSTCP/IPVoIP
About the role
Key responsibilities & impact- Lead, mentor, and develop a high-performing technical support team
- Supervise technicians and provide guidance to ensure high-quality technical support
- Assign team 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 AI, automation, and self-service tools
- Automate routine operational tasks to reduce manual intervention and improve reliability and scalability
- Identify business use cases, design AI-driven solutions, and implement technologies for associates
- Oversee daily operations, service delivery, SLAs, and process optimization
- Define and analyze metrics to drive team behavior toward goals
- Lead initiatives to streamline operations, reduce inefficiencies, and implement departmental best practices
- Manage the IT Asset Management process and inventory
- Manage and support AV Operations throughout the enterprise
- Address project dependencies, negotiate and estimate milestone delivery dates, and deliver projects on time
- Interface 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
Benefits
Comp & perks- Personalized development programs
- Mentorship
- Certification assistance
- Inclusive and collaborative culture rooted in shared success
- Competitive pay
- Benefits
- Flexibility to support your well-being and future
- Disability accommodations