Manager, Software Engineering – Support Services

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.

Key Responsibilities

·

Lead global support operations across
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 organisation 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.

About Neilson

At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, we've grown from a UK-based startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide.

We Offer

Neilson provides a competitive total compensation package, extensive learning opportunities, and a supportive environment where you can grow your career. Compensation is based on experience and skills. Benefits include:

·

Comprehensive health and dental coverage

·

RRSP matching to help support your financial future

·

Generous paid time off to recharge and reset

Compensation Disclosure

Expected compensation range $110,000 CAD to $130,000 CAD.

Vacancy Status

This posting is for an existing vacancy on the Technology Services Team.

AI Disclosure

We use AI to assist with parts of our screening process and for interview note taking. All hiring decisions are made by humans.

Accessibility for Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

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.