Sr Technical Support Manager

Honeywell•Town of Perinton, NY

2d•$136,000 - $170,000•Onsite

About The Position

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.

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.

Nice To Haves

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.

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.