Manager, Software Engineering – Support Services

Role Overview

• 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

Tech Stack

• Azure
• Cloud
• Jamf
• MacOS
• SQL

Benefits

• 100% remote 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