Sr IT Customer Support Specialist

As a Sr. IT Customer Support Specialist here at Honeywell, 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.

You will report directly to our Sr. IT Customer Support Supervisor, and you'll work out of our Shreveport, LA or Baton Rouge, LA location on a hybrid work schedule.

• Hybrid Work Schedule
  
  Note:
  
  For the first 90 days, New Hires must be prepared to work 100% onsite M-F.

This role will support the Workplace Support Services leadership team to drive consistent IT service delivery and supplier performance for critical sites. You will be required to participate in onsite, face‑to‑face or virtual engagement with key stakeholders, functional peers and IT business partners and be able to provide oversight and management of our critical IT services using consistent standards, management operating system (MOS) and utilizing industry and Honeywell best practices.

This position will also play an important role to provide input on the design, development and support needed to advance key transformation‑based programs, projects, system upgrades, in support of continued business growth across all our core services. When defined, this will act as the IT Site Champion.

KEY RESPONSIBILITIES

• 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 the 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 the supplier‑based SLAs, OLAs, SLOs as per the standard work defined, by proactively monitoring the 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 geographical responsible area.
• Act as IT Site Champion when defined and drive the end‑to‑end accountability within IT to build confidence and trust.
• Build local expertise having global mindset, by taking ownership and leaning in to support standardization and service improvement.
• Provide escalation support and supplier management to site & business leaders as well as to provide direct 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 our suppliers in the planning and execution for other core services including, but not limited to:
  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.