Manager, Software Engineering – Support Services (Toronto)Join to apply for the Manager, Software Engineering – Support Services (Toronto) role at Neilson Financial ServicesThe OpportunityNeilson 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 RoleAs 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 ResponsibilitiesLead global support operations across Canada, UK, Australia, US, Ireland, and VietnamManage multi‑shift support coverage and follow‑the‑sun models as requiredDefine, monitor, and continuously improve SLAs, KPIs, and performance scorecardsOversee ticket triage, prioritisation, quality of resolution, and customer satisfaction globallyAct as the final escalation point for complex technical or operational issuesFoster a strong customer‑service culture with high operational disciplineEndpoint, Device & Security ManagementOwn the full lifecycle of Windows, macOS, and mobile devicesLead enterprise device management using Intune, Autopilot, and JAMFEnsure consistent baselines for patching, configuration, compliance, and endpoint securityOversee EDR, anti‑malware, encryption, and secure policy enforcementDrive automation for provisioning, deployment, monitoring, and remediationMaintain hardened endpoint standards aligned with SOC 2 and ISO 27001 controlsIncident, Problem & Change ManagementOwn global incident response from detection through resolution and recoveryLead structured root cause analysis and ensure corrective actions are implementedPartner with Security, Engineering, and Product to reduce operational and security riskCoordinate change readiness, communications, and release impact managementKnowledge, Documentation & Support AutomationEstablish and maintain standards for support documentation, runbooks, and workflowsLead continuous improvement of knowledge bases and internal wikisDrive adoption of support automation, self‑service tooling, and support bots to reduce ticket volumeImplement repeatable processes that ensure consistency across regionsVendor, Procurement & Asset ManagementManage vendor contracts, renewals, SLAs, and performance reviewsOversee device procurement, inventory planning, lifecycle management, and secure deprovisioningOptimise vendor cost, quality, and service alignmentOwn invoice tracking and reconciliation related to support tooling and hardwareData, Reporting & AnalyticsStrengthen the support organisation’s observability and reporting postureOwn dashboards, operational analytics, and performance reporting to leadershipUse data analysis (e.g., SQL‑based reporting, SSRS, observability tooling) to identify trends and improvement opportunitiesProvide data‑driven recommendations to improve service quality and reduce recurring issuesCross‑Functional CollaborationPartner with Engineering, Product, Security, and Business Operations to improve end‑user experienceProvide project management and coordination support for rollout of new tools, applications, and systemsCollaborate with HR, Finance, and People & Culture on onboarding and workforce enablementTeam Leadership & DevelopmentLead and mentor regional Support Services teams across Canada, UK, and AustraliaProvide coaching, regular 1:1s, feedback, and career development supportBuild training programs and clear growth pathways for support engineersPromote a culture of ownership, empowerment, and continuous improvementOperational Excellence & Process ImprovementOversee queue health, backlog management, capacity planning, and workload balancingContinuously improve ticket workflows, escalation paths, and communication practicesMaintain up‑to‑date runbooks, operational documentation, and service workflowsFoster strong feedback loops with engineering and builder teamsOnboarding & OffboardingEnsure timely provisioning of hardware, applications, identity access, and support materialsOversee secure offboarding, including device return, access removal, and data protectionImprove automation and HRIS integration designs to maintain a reliable source of truthDeliver white‑glove onboarding for executives and high‑impact rolesWhat We’re Looking ForDemonstrated leadership experience in IT Support, Digital Workplace, Endpoint Engineering, or Helpdesk operationsProven ability to lead global or distributed technical teamsDeep hands‑on knowledge of Intune, Autopilot, JAMF, MDM, and endpoint security toolingStrong operational understanding of Windows, macOS, and mobile ecosystemsExperience using data and reporting to drive service improvementsStrong understanding of Azure environments, cloud networking, and enterprise infrastructureExcellent people leadership, coaching, and stakeholder management skillsStrong troubleshooting instincts across desktop, server, and network environmentsClear, confident communication with the ability to engage executive stakeholdersPreferred QualificationsITIL, HDI, or similar certificationsExperience in enterprise‑scale or regulated environmentsFamiliarity with light automation or engineering collaboration (e.g., Python, C#)Background in SaaS, financial services, or multi‑region support organisationsExperience designing knowledge base architectures and self‑service strategiesWorking knowledge of SOC 2, ISO 27001, or similar compliance frameworksWhy This Role MattersAs 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.About NeilsonAt 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.BenefitsComprehensive health and dental coverageRRSP matching to help support your financial futureGenerous paid time off to recharge and resetCompensation DisclosureExpected compensation range $110,000 CAD to $130,000 CAD.Vacancy StatusThis posting is for an existing vacancy on the Technology Services Team.AI DisclosureWe 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 ApplicantsWe 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 EmployerNeilson 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.
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