Sr Technical Support Manager

Honeywell; Town of Pittsford (NY); On-site; USD 136,000 - 170,000; Full time

Job summary

Honeywell is seeking a Senior Technical Support Manager to lead a team of technical support managers, leads, and engineers, ensuring service excellence and SLA achievement.

You will own operations, escalation management, and continuous improvement initiatives while partnering with Engineering, Product, and Customer Success to resolve complex issues and drive customer satisfaction.

Qualifications

• 8+ years in technical support or service delivery.
• 5+ years leading technical support teams.
• 5+ years managing complex customer escalations.
• 5+ years cross-functional experience with Engineering, Product, and Customer Success.
• 5+ years excellent communication, presentation, and stakeholder management.
• 5+ years leading organizational change and continuous improvement initiatives.

Responsibilities

• Lead and develop a team of technical support managers, team leads, and support engineers.
• Oversee SLAs, response times, CSAT, backlog health, and escalation rates.
• Act as senior escalation point for critical customer issues and coordinate cross-functional efforts.
• Collaborate with Engineering and Product to address systemic issues and improve product quality.
• Drive strategy and initiatives to enhance customer experience, support efficiency, and quality metrics.
• Foster knowledge sharing and the development of support documentation.
• Lead organizational change and transformation initiatives within the support organization.

Skills

Leadership

Stakeholder management

Cross-functional collaboration

Communication

Escalation management

Education

Bachelor's degree in Engineering/CS/IT

Tools

Salesforce

Dynamics 365

ServiceNow

Zendesk

Job description

The Senior Technical Support Manager leads a team of technical support professionals responsible for delivering exceptional customer experiences and resolving complex technical issues. This role provides strategic and operational leadership across support functions, ensuring service excellence, SLA achievement, effective escalation management, continuous process improvement, and employee development.

Leadership & People Management

• Lead, coach, mentor, and develop a team of technical support managers, team leads, and support engineers.
• Establish performance expectations, conduct regular reviews, and create development plans.
• Drive a culture of accountability, customer focus, collaboration, and continuous improvement.
• Manage staffing plans, resource allocation, succession planning, and hiring activities.
• Foster employee engagement and retention through career development and leadership initiatives.

Operations Management

• Own support operations, ensuring consistent delivery against service level agreements (SLAs), response times, and customer satisfaction targets.
• Monitor key performance indicators including CSAT, FCR, backlog health, escalation rates, productivity, and case aging.
• Optimize workflows, support processes, and operational efficiency.
• Drive standardization across regions and support teams to ensure consistent customer experiences.

Escalation & Customer Advocacy

• Act as the senior escalation point for critical customer issues.
• Coordinate cross-functional efforts to resolve high-impact incidents.
• Communicate effectively with executive stakeholders during major customer escalations.
• Ensure root cause analysis and corrective action plans are completed for significant issues.
• Advocate for customer needs across engineering, product, and business teams.

Technical Leadership

• Maintain strong understanding of products, technologies, and support methodologies.
• Guide teams through complex technical troubleshooting and problem resolution.
• Partner with Engineering and Product teams to address systemic issues and improve product quality.
• Promote knowledge sharing, technical training, and development of support documentation.

Continuous Improvement & Strategy

• Develop and execute support strategy aligned with business objectives.
• Drive initiatives to improve customer experience, support efficiency, and quality metrics.
• Analyze trends and leverage data to identify improvement opportunities.
• Implement best practices in case management, knowledge management, automation, and support tooling.
• Lead organizational change and transformation initiatives within the support organization.

Key Performance Indicators (KPIs) Used

• Customer Satisfaction (CSAT) Employee Engagement and Retention Talent Development
• Net Promoter Score (NPS) Knowledge Base Effectiveness Decision Making
• SLA Compliance Quality Assurance Scores Change Leadership
• First Contact Resolution (FCR) Leadership Competencies Cross-Functional Collaboration
• Escalation Rate Strategic Thinking Executive Communication
• Mean Time to Resolution (MTTR) Customer Centricity Data-Driven Management
• Backlog Health Operational Excellence Continuous Improvement

YOU MUST HAVE

• 8+ years of experience in technical support, customer support, or service delivery roles.
• 5+ years of experience leading technical support teams and managers.
• 5+ years of demonstrated experience managing complex customer escalations.
• 5+ years of strong understanding of customer support operations, SLA management, and service excellence frameworks.
• 5+ years of experience working cross-functionally with Engineering, Product Management, and Customer Success teams.
• 5+ years of excellent communication, presentation, and stakeholder management skills.
• 5+ years of proven ability to lead organizational change and continuous improvement initiatives.

WE VALUE

• Bachelor's degrees in Engineering, Computer Science, Information Technology, or related field.
• Experience leading global or geographically distributed support organizations.
• ITIL, PMP, Six Sigma, or similar professional certifications.
• Experience with CRM and support platforms such as Salesforce, Dynamics 365, ServiceNow, or Zendesk.
• Knowledge of SaaS, cloud technologies, cybersecurity, networking, or enterprise software environments.
• Strong data analytics and KPI reporting experience.

The annual base salary range for this position is $136,000- $170,000. Please note that this salary information serves as a general guideline. Honeywell considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.