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About the Role

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

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.
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.
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.
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.
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.

Requirements

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.
Must be a U.S. Person (U.S. citizen, 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).

Skills

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
ITIL
PMP
Six Sigma
Salesforce
Dynamics 365
ServiceNow
Zendesk
SaaS
Cloud technologies
Cybersecurity
Networking
Enterprise software environments
Data analytics
KPI reporting

Experience Level

Senior

Education Level

Bachelor’s degrees in Engineering, Computer Science, Information Technology, or related field.
ITIL, PMP, Six Sigma, or similar professional certifications.

Salary/Compensations

$136,000 - $170,000

Benefits

Employer subsidized Medical, Dental, Vision, and Life Insurance
Short-Term and Long-Term Disability
401(k) match
Flexible Spending Accounts
Health Savings Accounts
EAP
Educational Assistance
Parental Leave
Paid Time Off (for vacation, personal business, sick time, and parental leave)
12 Paid Holidays

About the Company

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.
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.

Equal Opportunity

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.