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For Companies At a Glance
- Tasks: Lead global support operations and enhance end-user experiences across multiple regions.
- Company: Neilson Financial Services, a leader in financial technology with a focus on innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by improving global support services and enhancing employee productivity.
- Qualifications: Experience in software engineering management and strong leadership skills.
- Other info: Join a dynamic team dedicated to operational excellence and customer satisfaction.
The predicted salary is between 70000 - 90000 ÂŁ per year.
The Opportunity
Neilson 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 Role
As 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. This is a hybrid role, due to the nature of the business and locations of our offices, applicants who reside in the greater Dallas Fort Worth Metroplex are preferred.
Key Responsibilities
- 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
Manager, Software Engineering - Support Services (Dallas) Hybrid employer: Neilson Financial Services
Contact Detail:
Neilson Financial Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Software Engineering - Support Services (Dallas) Hybrid
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and even role-playing with a friend. The more comfortable you are, the better you’ll perform when it counts!
✨Tip Number 3
Showcase your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. We want to see how you tackle problems and what you can bring to the table, especially in a leadership role like this one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Manager, Software Engineering - Support Services (Dallas) Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Manager, Software Engineering role. Highlight your leadership experience and technical expertise in support services to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer experience and how you’ve led teams to success in previous roles. We love seeing your personality come through!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you’ve improved service delivery or enhanced team performance in past positions.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Neilson Financial Services!
How to prepare for a job interview at Neilson Financial Services
✨Know the Company Inside Out
Before your interview, dive deep into Neilson Financial Services. Understand their mission, values, and recent developments in their support services. This knowledge will not only impress your interviewers but also help you tailor your answers to align with their goals.
✨Showcase Your Leadership Skills
As a Manager, Software Engineering, you'll need to demonstrate strong people leadership. Prepare examples of how you've successfully led teams, managed conflicts, and fostered a customer-service culture. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Technical Questions
Expect questions that assess your technical depth in areas like endpoint security, incident management, and support automation. Brush up on relevant technologies and be prepared to discuss how you've implemented solutions in past roles. This shows you're not just a manager but also technically savvy.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team's current challenges, the company's vision for support services, or how success is measured in this role. This demonstrates your genuine interest and helps you gauge if the company is the right fit for you.