Neilson Financial Services

Manager, Software Engineering – Support Services

Neilson Financial Services

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Tech Stack

AzureCloudJamfMacOSSQL

About the role

  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IntuneAutopilotJAMFMDMendpoint securityWindowsmacOSdata analysisSQLcloud networking
Soft Skills
leadershipcoachingstakeholder managementtroubleshootingcommunicationcustomer servicecontinuous improvementteam mentoringcapacity planningworkload balancing
Certifications
SOC 2ISO 27001