Sr Technical Support Manager

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

Job summary

Honeywell Technologies is seeking a Senior Technical Support Manager to lead a team of support professionals and drive excellence in customer service. You will partner with Regional Leadership, Product Management, Engineering, and Customer Success to deliver world-class technical support, improve product quality, and enable business growth through effective escalations and continuous process improvements.

The role requires strong leadership, strategic thinking, and hands-on coaching to raise

Qualifications

• 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 experience managing complex customer escalations.
• 5+ years of experience in SLA management and service-excellence frameworks.
• 5+ years cross-functional collaboration with Engineering, Product Management, and Customer Success.
• 5+ years of excellent communication and stakeholder management.
• 5+ years leading organizational change and continuous improvement initiatives.

Responsibilities

• Lead, coach, mentor, and develop a team of technical support managers, team leads, and support engineers.
• Own support operations, ensuring SLAs, response times, and customer satisfaction targets.
• Act as the senior escalation point for critical customer issues.
• Coordinate cross-functional efforts to resolve high-impact incidents.
• Partner with Engineering and Product to address systemic issues and improve product quality.
• Drive continuous improvement and strategic direction for the support organization.

Skills

Leadership

People management

Communication

Cross-functional collaboration

SLA management

Education

Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field

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.

The Senior Technical Support Manager partners closely with Regional Leadership, Product Management, Engineering, Customer Success, Sales, and Operations teams to drive customer satisfaction, improve product quality, and support business growth through world-class technical support.

Responsibilities

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 Leadership Competencies Cross-Functional Collaboration Executive Communication Mean Time to Resolution (MTTR) Data-Driven Management Backlog Health Operational Excellence Continuous Improvement

Qualifications

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.

In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. Learn more

Due to compliance with U.S. export control laws and regulations, candidate must be a U.S. Person, which is defined as, a U.S. citizen, a U.S. permanent resident, or have protected status in the U.S. under asylum or refugee status or have the ability to obtain an export authorization.

About Honeywell Technologies

Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world’s most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial, and process sectors with a broad portfolio of services, solutions, and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector’s transition from automation to autonomy. Learn more

THE BUSINESS UNIT

Honeywell Building Automation (BA) is a leading global provider of products, software, solutions, and technologies that enable building owners and occupants to ensure their facilities are safe, energy efficient, sustainable, and productive. BA products and services include advanced software applications for building control and optimization; sensors, switches, control systems, and instruments for energy management; access control; video surveillance; fire products; and installation, maintenance, and upgrades of systems. Revenues in 2022 for BA were $6B and there are approximately 18,000 employees globally. To learn more, please visit https://buildings.honeywell.com/

Honeywell is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. Learn more