Senior Manager, End User Support

Job Description

Bring inspiring leadership to a team that’s leading the way for our crew.

At Vanguard, we’re taking a stand for investors across the globe. As a senior manager and Global Technology Operations Arizona Site lead in our Workplace Services Operations function, you’ll be leading teams of technologists responsible for keeping the business running: the endpoint environment, mobile platforms, collaboration technologies, and more. You will be working with teams across the globe to maximize the efficacy of the technologies that our teams use to give investors the best chance for investment success.

In this role, you’ll be working in a dynamic environment covering multiple technologies all the way from the end user to the network infrastructure and our mobile platforms. Your role is to be the Vanguard Culture Carrier for the Arizona site working to connect our crew to our core mission and purpose and driving our site strategy by connecting leaders to our broader GTO mission. You will be responsible to drive recruiting and talent strategies regionally and own the onboarding of crew locally. You will also connect with the Arizona site Executive Leadership team and raise issues and communicate the trends back to the GTO Senior Leadership team. You’ll bring an eye for vision, a passion for leadership, and strong technical acumen to the table. In return, we’ll offer you the chance to grow personally and expertly. Are you ready to make a difference?

In this role you will:

• Hire, evaluate, and supervise crew. Provide guidance and training as necessary to develop crew. Set performance standards, review performance, and make informed compensation decisions in accordance with all applicable Human Resources policies and procedures.
• Oversee a team that address end user technical issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring. Sets department vision and participates in the development of short and long term department goals.
• Oversee the team's resolution of technical troubleshooting issues and partners with key leaders and stakeholders to ensure end user productivity.
• Provide subject matter expertise and oversees & leads consultations with clients and key stakeholders on potential technical issues or problems that were identified by the team.
• Oversee the team's maintenance of knowledge-based articles, procedures, and training for support areas and crew. Partners with IT to train staff when necessary.
• Maintain an accurate data inventory regarding the most complex end-user issues within the tracking system and according to policies and standards.
• Manage and resolves the most complex issues elevated from team. Collaborates with partners and key stakeholders to resolve the most difficult issues when necessary.
• Learn and complies with Information Technology and Information Security policies and procedures.

What it takes:

Minimum of 5-8+ years related work experience, with 2-3+ years leadership experience managing a technical team.

Undergraduate degree of equivalent combination of training and experience. Graduate degree preferred.

Special Factors

Sponsorship

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose – and that’s how we’ve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Let’s make it count.

Inclusion Statement

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values.

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.

Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.