Manager, Software Engineering - Support Services (dallas) Hybrid
Neilson Financial Services Ltd
Dallas, Texas, US
Remote
Global support services leadership
Endpoint, device & security management
Incident, problem & change management
This role is responsible for the strategy, delivery, and continuous improvement of end-user support across the company, including Helpdesk Operations, Endpoint Support, and Incident Management
Job Summary
This role is responsible for the strategy, delivery, and continuous improvement of end-user support across the company, including Helpdesk Operations, Endpoint Support, and Incident Management.
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.
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.
Matching Summary
This role is responsible for the strategy, delivery, and continuous improvement of end-user support across the company, including Helpdesk Operations, Endpoint Support, and Incident Management.
Skills & Requirements
Must-have
Global Support Services leadership
Endpoint, Device & Security Management
Incident, Problem & Change Management
Support Automation and Self-Service
Vendor, Procurement & Asset Management
Data, Reporting & Analytics
Team Leadership & Development
Nice-to-have
Operational Excellence and Process Improvement
Customer Service Culture
Continuous Improvement Focus
Key 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 Windows, macOS, and mobile device lifecycle management
Experience with enterprise device management tools like Intune, Autopilot, and JAMF
Familiarity with SOC 2 and ISO 27001 compliance standards