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.
About Neilson
At Neilson, our mission is to make life insurance simple and accessible to everyone. We’re dedicated to helping families secure financial protection for their loved ones with a range of options. Since launching in 2012, Neilson has successfully expanded from a UK‑only business with 100 employees to an award‑winning international operation and leader in the global life insurance market, now with 1000 employees and offices in USA, Canada, Ireland, and Australia.
We Offer
Benefits
Hybrid role – 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
Equal Opportunity Employer
Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.
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