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Manager, Software Engineering – Support Services at Neilson Financial Services | JobVerse
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Manager, Software Engineering – Support Services
Neilson Financial Services
Remote
Website
LinkedIn
Manager, Software Engineering – Support Services
United States
Full Time
5 hours ago
$140,000 - $170,000 USD
Apply Now
Key skills
Azure
Cloud
Jamf
MacOS
SQL
Analytics
Leadership
Project Management
Stakeholder Management
Communication
About this role
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
Apply Now
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