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 over 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 optimized processes.
• Manage the IT Asset Management process to ensure accurate inventory and optimal resource utilization.
• Manage and support AV Operations across the entire enterprise.
• Negotiate project milestones with stakeholders and manage vendor relationships for hardware, software, and service procurement.
• 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 skills with a focus on driving efficiency and operational excellence.
• Ability to visualize complex data into actionable insights using dashboard and reporting tools.
• Proficiency in English and ability to develop technical documentation for departmental needs.
• Ability to manage high-pressure situations, resolve issues proactively, and execute change management activities.
• Experience working in large, distributed environments supporting 35,000+ users (preferred).
• Familiarity with AI tools, automation, cloud platforms, and core network technologies (preferred).