Manager, Engineering Operations – Technical Support (AI)

Location: Hybrid, onsite 3 days per week in Chicago, IL, at the Downtown Chicago Merchandise Mart Building

Annual salary: $115,825–$181,425

Company

hirify.global is a large United States auto insurer founded in 1936 and a member of the Berkshire Hathaway family of companies.

What you will do

• Lead, mentor, schedule, and develop the Technical Support team serving more than 35,000 associates.
• Champion self-service, automation, and AI solutions to reduce manual work and improve reliability and scalability.
• Oversee daily operations, service delivery, SLAs, metrics, process improvement, and customer satisfaction.
• Manage IT asset management and enterprise AV Operations.
• Plan, budget, organize, and administer team activities, policies, procedures, training, and documentation.
• Coordinate project dependencies, milestones, vendors, hardware, software, and services.

Requirements

• Bachelor’s degree in engineering, Computer Science, Information Technology, Business, or comparable experience.
• At least 5 years of hands-on experience supporting and leading teams in a technical environment.
• Strong leadership, team management, problem-solving, operational excellence, and prioritization skills.
• Experience with dashboard and reporting tools and visualizing complex data into actionable insights.
• Understanding of technical documentation, including training and developing documentation for departmental needs.
• Ability to identify, proactively resolve, or escalate issues and execute change management activities.
• Ability to provide on-call support for high-severity incidents and liaise with vendors and partner teams.
• Proficient in English.

Nice to have

• Experience supporting more than 35,000 users in large, distributed environments.
• Experience with AI tools and automation, cloud platforms, automation tools, and modern IT infrastructure.
• Experience supporting incidents and users in a large enterprise environment.
• Understanding of DHCP, DNS, TCP/IP, VLAN, and SNMP.
• Experience with Active Directory, Windows Server, backup solutions, video conferencing, and VoIP technologies.

Culture & Benefits

• Inclusive and collaborative culture focused on shared success.
• Personalized development programs, mentorship, and certification assistance.
• Competitive pay, benefits, and flexibility supporting employee well-being and future planning.
• New employment authorization sponsorship is not available for this position.