Manager, End User Support

Vanguard • Malvern, PA

2d • Hybrid

About The Position

Responsibilities: Empowering Advisor-Facing Teams: By maintaining reliable technology and resolving complex technical issues, this role directly supports the productivity of teams serving financial advisors and their clients. Driving Operational Excellence: Oversees technical troubleshooting, system configurations, and security compliance to ensure uninterrupted service delivery across FAS operations. Strategic Leadership: Sets vision and goals for end-user support, aligning technology capabilities with FAS’s mission to deliver exceptional service and investment success for advisors. Collaboration with Stakeholders: Partners with business leaders and IT teams to anticipate needs, implement solutions, and enhance infrastructure efficiency. Continuous Improvement: Leads initiatives to optimize support processes, maintain knowledge resources, and implement innovative solutions that improve end-user experience. By ensuring technology stability and responsiveness, this role enables FAS to uphold Vanguard’s core purpose: to take a stand for all investors, treat them fairly, and give them the best chance for investment success. Qualifications and Skills Minimum of 8–10 years of IT support experience, including at least 5 years in technical support; prior supervisory experience preferred. Bachelor’s degree or equivalent combination of education and experience; master’s degree preferred. Strong understanding of end-user systems, software applications, and hardware troubleshooting. Proven expertise in issue resolution, IT operations, and knowledge base management. Exceptional interpersonal and communication skills for effective collaboration with stakeholders and team members. Demonstrated ability to lead and mentor technical staff, driving continuous improvement and service excellence. Special Factors Sponsorship Vanguard is not offering visa sponsorship for this position. About Vanguard At Vanguard, we don't just have a mission—we're on a mission. To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best. 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. Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests. This website uses "cookies" to distinguish you from other users. A cookie is a small file of letters and numbers placed on your computer or device. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site and services. The cookies are stored locally on your computer or mobile device. To accept cookies you can continue browsing as normal. Or you can go to our Privacy Policy to read more information and learn how to change your preferences.

Requirements

• Minimum of 8–10 years of IT support experience, including at least 5 years in technical support; prior supervisory experience preferred.
• Bachelor’s degree or equivalent combination of education and experience; master’s degree preferred.
• Strong understanding of end-user systems, software applications, and hardware troubleshooting.
• Proven expertise in issue resolution, IT operations, and knowledge base management.
• Exceptional interpersonal and communication skills for effective collaboration with stakeholders and team members.
• Demonstrated ability to lead and mentor technical staff, driving continuous improvement and service excellence.

Nice To Haves

• prior supervisory experience preferred.
• master’s degree preferred.

Responsibilities

• Empowering Advisor-Facing Teams: By maintaining reliable technology and resolving complex technical issues, this role directly supports the productivity of teams serving financial advisors and their clients.
• Driving Operational Excellence: Oversees technical troubleshooting, system configurations, and security compliance to ensure uninterrupted service delivery across FAS operations.
• Strategic Leadership: Sets vision and goals for end-user support, aligning technology capabilities with FAS’s mission to deliver exceptional service and investment success for advisors.
• Collaboration with Stakeholders: Partners with business leaders and IT teams to anticipate needs, implement solutions, and enhance infrastructure efficiency.
• Continuous Improvement: Leads initiatives to optimize support processes, maintain knowledge resources, and implement innovative solutions that improve end-user experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees