Manager, Software Engineering - Support Services (Dallas) Hybrid

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. 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. 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 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, 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. We Offer Hybrid role – enjoy work flexibility and strong growth opportunities Medical, Dental, and Vision Insurance Long‑Term Disability, Short‑Term Disability, 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. #J-18808-Ljbffr