Sr IT Customer Support Specialist

Sr IT Customer Support Specialist

Honeywell

As a Sr. IT Customer Support Specialist, you will play a pivotal role in providing world‑class customer service and technical support. You will be responsible for resolving complex technical issues, leading a high‑performing support team, and driving customer satisfaction. Your expertise and leadership will shape the future of our IT support operations and contribute to our commitment to customer success.

Hybrid work schedule:
The first 90 days, new hires must be prepared to work 100% onsite Monday‑Friday. Beyond the first 90 days, the role supports a hybrid work schedule at Shreveport, LA or Baton Rouge, LA.

• Help define, manage, and assist with the supplier management governance processes and procedures.
• Contribute to delivering a robust governance structure, align with the contractual commitments with IT suppliers, and encourage appropriate innovation and development.
• Define robust MOS with IT suppliers, partners and peers at the site and key business contacts to ensure clear and regular reporting in line with contractual obligations.
• Review and manage supplier‑based SLAs, OLAs, SLOs and proactively monitor customer escalations, customer satisfaction and feedback to drive improvements in user experience and reduce user effort to obtain IT services.
• Proactively monitor and facilitate incident escalation to ensure minimum resolution time and adequate engagement across IT teams.
• Support customers initiate or consume IT services or processes through enablement training and facilitation across IT services within geographically responsible area.
• Act as IT Site Champion when defined and drive end‑to‑end accountability within IT to build confidence and trust.
• Build local expertise having global mindset, take ownership and lean in to support standardization and service improvement.
• Provide escalation support and supplier management to site & business leaders as well as on‑site IT service and support, including proposed design review, facilitate execution, technology upgrades and project work.
• Ensure full adoption and implementation of Honeywell standards, tools, processes and strict adherence to Honeywell policies.
• Work with cross‑functional IT support organization and suppliers in planning and execution for other core services including Cyber Safety, Audit & Compliance, merger and acquisitions, Cross‑Functional IT alignment.
• Support businesses to adopt new technologies and drive transformation and cost savings initiatives.
• Provide guidance and recommendations for operational support in security, compliance, specialized applications, corporate audits, risk and cyber self‑assessments, sustainable disaster recovery and business continuity, and protecting information in non‑federal information systems.
• Coordinate with vendor supplier on systems monitoring, event escalation, root cause / corrective action analyses, disaster outage response and management.
• Ensure vendor supplier engagement where cross functional IT support and alignment is required.
• Ensure customer satisfaction targets for site customer feedbacks are achieved.
• Develop roadshow and showcase initiatives and support customer training requirements.

• Minimum 3 years of IT experience with increasing technical and operational responsibilities.
• Minimum 3 years of experience supporting IT Infrastructure, Desktop and Site based IT Services.
• Minimum 3 years of experience working with contracting, managed service and third parties (internal and external).
• Minimum 3 years of experience working in large enterprise IT environment supporting the design, development and deployment of large enterprise IT projects.
• Minimum 3 years of experience managing and supporting IT sites and providing service at environments with greater than 1,000 end‑users.
• Bachelor’s degree in a technical or business discipline.
• Strong communication and customer service skills.
• Excellent problem‑solving, critical‑thinking and teamwork skills.
• Ability to work under pressure and provide proactive support.
• Six Sigma certification and ITIL certification are a plus.

In addition to a competitive salary, Honeywell employees are eligible for a comprehensive benefits package including Medical, Dental, Vision, 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; 12 Paid Holidays.

Must be a US Citizen due to contractual requirements.

Application period is approximately 40 days from the posting date.

Job posting date:
December 22, 2025.