IT Support Supervisor - ONSITE

At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities. 

Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose. 

When you join our company, we want you to feel valued, supported, and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.

GEICO is seeking a Supervisor, Engineering Operations to lead and manage the Field Engineering Operations team.

In this role, you will be responsible for leading a team of engineers servicing Geico associates located in Virginia Beach, VA.  With an engineering mindset focused on self-service and automation, you will drive efficiency and innovation, ensuring GEICO’s Field engineers are delivering an elevated experience for GEICO associates.

This leader will be responsible to coordinate and respond to incidents, performing various operational functions, providing excellent customer service, and has an advanced understanding of internet technologies and cloud computing.

This position is ideal for a seasoned IT professional who thrives in a dynamic, collaborative environment and is committed to providing exceptional IT service delivery and operational leadership. This position is on-site in our Virginia Beach, VA office.

**Onsite: Monday–Friday from 8:00 AM to 5:00 PM**

Job Responsibilities:

Team Leadership & Development: 

• Lead, mentor, and develop high-performing team, fostering a culture of innovation, collaboration, and continuous improvement.
• Supervising Field Technicians, providing guidance and support to ensure that they are able to provide high-quality customer service to the associates.
• Assign tasks to the team and support customer growth and customer need.
• Manage work schedules, monitor overtime, and approve timesheets.
• Develop, recommend, and administers policies, procedures to support GEICO Tech initiatives.

Managing Operational Routines: 

• Oversee daily operations for the teams to ensure seamless service delivery, adherence to SLAs, and optimized processes.
• Effectively defining/analyzing metrics to drive team behavior in pursuit of goals.
• Lead initiatives to streamline operations, reduce inefficiencies, and implement best practices across the department.
• Maintaining very high customer satisfaction and a consistently great work experience for all GEICO, regardless of location.
• Manage the IT Asset Management process, ensuring accurate inventory and optimal resource utilization.
• Manage and support the Onsite AV and Video Conference Systems.

Site Management: 

• Manage relationship with the Site leaders and management to drive operational excellence and own the needs of the Site associates.
• Lead and manage relationships with external vendors to ensure services are delivered according to SLAs and organizational needs.
• Collaborate across diverse groups such as with Human Resources, legal, technical, and senior management teams.
• Lead efforts for associate onboarding and offboarding, ensuring all employees receive consistent, exceptional customer service through established best practices and procedures.

Basic Qualifications:

• 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

Preferred Skills Qualifications:

• Experience working in large, distributed environments supporting 30,000+ users.
• Familiarity with cloud platforms, automation tools, and modern IT infrastructure.
• Experience supporting incidents and users in a large enterprise environment
• Holds an 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

#LI-FA1

The GEICO Pledge:

Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.

We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.

Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind.  You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.

Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.

As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.

Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.

• Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
• Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
• Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
• Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

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.