Manager, Engineering Operations - Technical Support

What you'll do

• Lead, mentor, and develop a high-performing team of technicians and engineers providing technical support to 35,000 associates.
• Champion automation and self-service tools to reduce manual intervention and improve system reliability.
• Identify business use cases and implement AI-driven solutions for internal users.
• Oversee daily operations to ensure service delivery meets established SLAs and performance metrics.
• Manage the IT Asset Management process to ensure accurate inventory and optimal resource utilization.
• Manage AV operations and provide support for video conferencing across the enterprise.
• Coordinate with vendors to manage the procurement of hardware, software, and other services.
• Develop and implement training programs and technical documentation for departmental needs.

What we're looking for

• Bachelor’s degree in engineering, Computer Science, Information Technology, Business, or comparable experience.
• At least 5 years of hands-on work experience 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 to visualize complex data into actionable insights.
• Ability to create, train, and develop technical documentation for departmental needs.
• Proficiency in English and ability to provide on-call support for high severity incidents.
• Experience working in large, distributed environments supporting 35,000+ users (preferred).
• Familiarity with AI tools, automation, cloud platforms, and core network technologies (preferred).