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.
• Manage work schedules, monitor overtime, approve timesheets, and assign daily tasks to support customer growth.
• Champion automation and self-service tools to reduce manual intervention and improve system reliability and scalability.
• Identify business use cases and implement AI-driven solutions to empower associates and technical teams.
• Oversee daily operations to ensure seamless service delivery, adherence to SLAs, and optimized processes.
• Manage the IT Asset Management process to ensure accurate inventory and optimal resource utilization.
• Interface with vendors to handle the purchase of hardware, software, and other necessary services.
• Provide on-call support for high-severity incidents and manage project dependencies with the stakeholder community.

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 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 to visualize complex data into actionable insights.
• Ability to understand and execute change management activities and provide on-call support for high severity incidents.
• Proficiency in English.
• Experience working in large, distributed environments supporting 35,000+ users (preferred).
• Experience and familiarity with AI tools, automation, cloud platforms, and modern IT infrastructure (preferred).