The Opportunity

Neilson Financial Services is seeking an experienced, people-focused Manager, Software Engineering (Support Services) to lead our global Support Services organisation. This role is responsible for the strategy, delivery, and continuous improvement of end-user support across the company, including Helpdesk Operations, Endpoint Support, Endpoint Security, Device Management, Incident Management, Patch Management, Vendor Management, Knowledge Management, and Support Automation.

You will directly manage regional Support Services teams in Canada, the UK, and Australia, while providing functional leadership and oversight to additional support contributors across the US, Ireland, and Vietnam. You'll ensure consistent service delivery, secure and compliant endpoint configurations, and fast, high-quality support experiences for employees worldwide.

This is a high-impact leadership role requiring operational excellence, technical depth, strong people leadership, and global collaboration, with a relentless focus on customer experience and reliability at scale.

The Role

As Manager, Software Engineering (Support Services), you will set the vision and operating model for Neilson's global support function. You'll balance hands-on technical understanding with people leadership-ensuring teams are well-trained, empowered, and aligned around shared standards, tools, and outcomes.

This role sits at the intersection of engineering, security, IT operations, and employee experience, and plays a critical role in enabling productivity, protecting the company's security posture, and supporting Neilson's continued global growth.

This is a hybrid role, due to the nature of the business and locations of our offices, applicants who reside in the greater Dallas Fort Worth Metroplex are preferred.

Key Responsibilities
• Lead global support operations across North America (US/Canada), UK, Australia, US, Ireland, and Vietnam
• Manage multi-shift support coverage and follow-the-sun models as required
• Define, monitor, and continuously improve SLAs, KPIs, and performance scorecards
• Oversee ticket triage, prioritisation, quality of resolution, and customer satisfaction globally
• Act as the final escalation point for complex technical or operational issues
• Foster a strong customer-service culture with high operational discipline

Endpoint, Device & Security Management
• Own the full lifecycle of Windows, macOS, and mobile devices
• Lead enterprise device management using Intune, Autopilot, and JAMF
• Ensure consistent baselines for patching, configuration, compliance, and endpoint security
• Oversee EDR, anti-malware, encryption, and secure policy enforcement
• Drive automation for provisioning, deployment, monitoring, and remediation
• Maintain hardened endpoint standards aligned with SOC 2 and ISO 27001 controls

Incident, Problem & Change Management
• Own global incident response from detection through resolution and recovery
• Lead structured root cause analysis and ensure corrective actions are implemented
• Partner with Security, Engineering, and Product to reduce operational and security risk
• Coordinate change readiness, communications, and release impact management

Knowledge, Documentation & Support Automation
• Establish and maintain standards for support documentation, runbooks, and workflows
• Lead continuous improvement of knowledge bases and internal wikis
• Drive adoption of support automation, self-service tooling, and support bots to reduce ticket volume
• Implement repeatable processes that ensure consistency across regions

Vendor, Procurement & Asset Management
• Manage vendor contracts, renewals, SLAs, and performance reviews
• Oversee device procurement, inventory planning, lifecycle management, and secure deprovisioning
• Optimise vendor cost, quality, and service alignment
• Own invoice tracking and reconciliation related to support tooling and hardware

Data, Reporting & Analytics
• Strengthen the support organisation's observability and reporting posture
• Own dashboards, operational analytics, and performance reporting to leadership
• Use data analysis (e.g. SQL-based reporting, SSRS, observability tooling) to identify trends and improvement opportunities
• Provide data-driven recommendations to improve service quality and reduce recurring issues

Cross-Functional Collaboration
• Partner with Engineering, Product, Security, and Business Operations to improve end-user experience
• Provide project management and coordination support for rollout of new tools, applications, and systems
• Collaborate with HR, Finance, and People & Culture on onboarding and workforce enablement

Team Leadership & Development
• Lead and mentor regional Support Services teams across Canada, UK, and Australia
• Provide coaching, regular 1:1s, feedback, and career development support
• Build training programs and clear growth pathways for support engineers
• Promote a culture of ownership, empowerment, and continuous improvement

Operational Excellence & Process Improvement
• Oversee queue health, backlog management, capacity planning, and workload balancing
• Continuously improve ticket workflows, escalation paths, and communication practices
• Maintain up-to-date runbooks, operational documentation, and service workflows
• Foster strong feedback loops with engineering and builder teams

Onboarding & Offboarding
• Ensure timely provisioning of hardware, applications, identity access, and support materials
• Oversee secure offboarding, including device return, access removal, and data protection
• Improve automation and HRIS integration designs to maintain a reliable source of truth
• Deliver white-glove onboarding for executives and high-impact roles

What We're Looking For
• Demonstrated leadership experience in IT Support, Digital Workplace, Endpoint Engineering, or Helpdesk operations
• Proven ability to lead global or distributed technical teams
• Deep hands-on knowledge of Intune, Autopilot, JAMF, MDM, and endpoint security tooling
• Strong operational understanding of Windows, macOS, and mobile ecosystems
• Experience using data and reporting to drive service improvements
• Strong understanding of Azure environments, cloud networking, and enterprise infrastructure
• Excellent people leadership, coaching, and stakeholder management skills
• Strong troubleshooting instincts across desktop, server, and network environments
• Clear, confident communication with the ability to engage executive stakeholders

Preferred Qualifications
• ITIL, HDI, or similar certifications
• Experience in enterprise-scale or regulated environments
• Familiarity with light automation or engineering collaboration (e.g. Python, C#)
• Background in SaaS, financial services, or multi-region support organisations
• Experience designing knowledge base architectures and self-service strategies
• Working knowledge of SOC 2, ISO 27001, or similar compliance frameworks

Why This Role Matters

As the leader of Global Support Services and Endpoint Engineering, you ensure every employee-across engineering, operations, sales, and leadership-has the tools, devices, and secure environments they need to succeed.

Your leadership directly impacts employee productivity, customer experience, security posture, and operational resilience. You'll play a central role in building a world-class Support Services organization that scales with Neilson's global footprint and growth ambitions.

If you're passionate about leading global teams, improving end-user experience, and building scalable, secure support organizations, we'd love to hear from you.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a dynamic environment where you can grow your career. Compensation will be based on experience, skill set, and business needs. Additionally, we offer a robust benefits package, including:

• Hybrid role - enjoy work flexibility AND strong growth opportunities
• Medical, Dental, and Vision Insurance
• Long-Term Disability (LTD), Short-Term Disability (STD), AD&D, and Life Insurance
• 401(K) with company match
• Generous PTO policy

Department IT - Engineering Locations United States - Remote Remote status Hybrid Employment type Full-time