Sr. IT Manager

Job Description

As a Sr. IT Manager – Executive Care & Event Services, you will lead and transform Honeywell’s premium Executive IT support capability, delivering world‑class, white‑glove services to senior executives and enabling seamless IT experiences for high‑visibility executive events.

• Executive Care (Diamond / Platinum / C‑Suite Support) – high‑touch, 24/7 IT support for executives and their offices
• Event Services – planning and execution of IT services supporting executive engagements, board meetings, and global events

You will drive operational excellence, governance, and service innovation across both areas, ensuring consistent, proactive, and high‑quality executive experience.

You will report directly to our Senior Director of IT and you’ll work out of our Charlotte, NC, or Atlanta, GA location on a Hybrid work schedule.

Hybrid Work Schedule

Note:

For the first 90 days new hires must be prepared to work 100% onsite Monday through Friday.

• Lead delivery of premium executive IT support, ensuring fast response, high quality, and discretion aligned with Diamond Support standards
• Ensure 24/7 global coverage, including on‑call and follow‑the‑sun support, meeting defined SLAs and response targets
• Oversee incident management, escalations, and resolution, ensuring proper tracking, documentation, and continuous improvement
• Drive proactive support through regular executive workspace checks, conference room readiness, and anticipation of issues before they impact executives
• Own IT delivery for executive events, including planning, technical readiness, live support, and post‑event reviews
• Establish and standardize event support processes to ensure consistent, scalable delivery across regions
• Coordinate with infrastructure, network, AV, and security teams to ensure reliable technology for executive interactions and events
• Lead and develop a global team with clear roles, accountability, and effective coverage across services
• Implement structured operational rhythms (e.g., LSW, daily checks, service reviews) to ensure consistency and performance
• Govern the Executive Services model, including support tiers, escalation paths, and service reviews
• Act as primary escalation point for executive IT issues, ensuring quick resolution and strong stakeholder trust
• Promote a strong customer focus, delivering a seamless and personalized executive experience
• Drive continuous improvement through feedback, metrics, and process optimization
• Identify automation and innovation opportunities (e.g., AI, analytics) to improve efficiency and proactive support
• Align Executive Services with broader IT and Digital Workplace strategy

• Executive satisfaction and experience outcomes
• SLA adherence and response performance
• Incident resolution effectiveness and speed
• Event delivery success and stakeholder feedback
• Team engagement, performance, and retention
• Continuous improvement and automation adoption

• 8+ years of experience in IT Service Delivery, End User Computing, or Executive Support
• Proven experience managing high‑touch IT support teams for senior stakeholders
• Strong understanding of incident management, IT operations, and SLA‑driven service delivery
• Experience managing global teams and on‑call support models
• Ability to perform effectively in high‑pressure, high‑visibility environments

• Experience with executive support models (e.g., Diamond / Platinum support)
• Strong leadership, communication, and stakeholder management skills
• Deep understanding of Digital Workplace technologies (collaboration, endpoint, AV environments)
• Proactive, solution‑oriented mindset with strong decision‑making capabilities
• Experience with Service Now or similar ITSM platforms

In addition to a competitive salary, developing solutions side‑by‑side with dedicated experts, Honeywell employees are eligible for a comprehensive benefits package, including 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 and 12 Paid Holidays.