Level 1 Support Lead & SLA Coach

Honeywell International Inc.; Framingham (MA); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Benefits package

Paid time off

Paid holidays

Parental leave

401(k) match

Job summary

Honeywell International Inc. in Framingham, MA is seeking a Level 1 Support Lead to oversee daily operations of the Tier 1 queue and mentor engineers. You will ensure timely routing, SLA compliance, and strong coaching to improve incident response.

The role requires practical support experience, data-driven analysis, and clear communication to report on queue health and performance. Join a team delivering critical, customer-focused solutions with comprehensive benefits.

Qualifications

• Minimum 2 years in a technical support role.
• Analytical skills to evaluate data from interactions and metrics.
• Strong verbal and written communication for reports and coaching.
• Coaching and mentoring abilities for support engineers.
• Attention to detail in assessing interactions and quality standards.
• Familiarity with support software, LMS, and communication tools.

Responsibilities

• Manage and prioritize the Level 1 case queue for timely resolution.
• Mentor Tier 1 engineers and drive skill development.
• Monitor SLA adherence and escalate approaching breaches.
• Perform regular queue reviews and reassignments as needed.
• Collaborate with Level 2/3 leads for smooth handoffs.
• Maintain knowledge base updates based on recurring issues.
• Participate in onboarding and training of new engineers.
• Track QA scores and report queue health weekly to the manager.

Skills

Technical support experience

Analytical skills

Communication skills

Coaching and mentoring

Attention to detail

Education

High School Diploma/GED or BA in IT/CS/Business

Tools

Support software

Learning Management Systems (LMS)

Communication tools

Job description

Honeywell International Inc. in Framingham, MA is seeking a Level 1 Support Lead to oversee daily operations of the Tier 1 queue and mentor engineers. You will ensure timely routing, SLA compliance, and strong coaching to improve incident response.

The role requires practical support experience, data-driven analysis, and clear communication to report on queue health and performance. Join a team delivering critical, customer-focused solutions with comprehensive benefits.