Job Title

Manager, Software Engineering Support Services (Toronto) Join to apply for the Manager, Software Engineering Support Services (Toronto) role at Neilson Financial Services The Opportunity Neilson Financial Services is seeking an experienced, peoplefocused Manager, Software Engineering (Support Services) to lead our global Support Services organisation . This role is responsible for the strategy, delivery, and continuous improvement of enduser 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. Youll ensure consistent service delivery, secure and compliant endpoint configurations, and fast, highquality support experiences for employees worldwide. This is a highimpact 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 Neilsons global support function. Youll balance handson technical understanding with people leadershipensuring teams are welltrained, 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 companys security posture, and supporting Neilsons continued global growth. Key Responsibilities Lead global support operations across Canada, UK, Australia, US, Ireland, and Vietnam Manage multishift support coverage and followthesun 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 customerservice 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, antimalware, encryption, and secure policy enforcement Drive automation for provisioning, deployment, monitoring, and remediation Maintain hardened endpoint standards aligned with SOC2 and ISO27001 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, selfservice 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 organisations observability and reporting posture Own dashboards, operational analytics, and performance reporting to leadership Use data analysis (e.g., SQLbased reporting, SSRS, observability tooling) to identify trends and improvement opportunities Provide datadriven recommendations to improve service quality and reduce recurring issues CrossFunctional Collaboration Partner with Engineering, Product, Security, and Business Operations to improve enduser 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 uptodate 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 whiteglove onboarding for executives and highimpact roles What Were 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 handson 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 enterprisescale or regulated environments Familiarity with light automation or engineering collaboration (e.g., Python, C#) Background in SaaS, financial services, or multiregion support organisations Experience designing knowledge base architectures and selfservice strategies Working knowledge of SOC2, ISO27001, or similar compliance frameworks Why This Role Matters As the leader of global Support Services and Endpoint Engineering, you ensure every employeeacross engineering, operations, sales, and leadershiphas the tools, devices, and secure environments they need to succeed. Your leadership directly impacts employee productivity, customer experience, security posture, and operational resilience. Youll play a central role in building a worldclass Support Services organisation that scales with Neilsons global footprint and growth ambitions. About Neilson At Neilson, our mission is to make life insurance simple, secure, and globally accessible. Since 2012, weve grown from a UKbased startup into a multinational digital insurance leader operating across the UK, USA, Canada, Ireland, and Australia, with over 1,000 employees worldwide. Benefits 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 $110,000CAD to $130,000CAD. 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. #J-18808-Ljbffr