Manager, End User Support

Vanguard•Malvern, PA

2d•Hybrid

About The Position

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 five years related work experience.
Undergraduate degree or equivalent combination of training and experience.

Nice To Haves

Supervisory experience preferred.

Responsibilities

Recruits, evaluates, and supervises team members; provides coaching, guidance, and training to support ongoing development.
Establishes performance expectations, conducts performance reviews, and makes compensation recommendations in accordance with Human Resources policies and procedures.
Leads a team responsible for resolving end-user technical issues, including system implementation, configuration, maintenance, troubleshooting, security, and usage monitoring.
Oversees timely and effective resolution of technical issues to ensure minimal disruption to end-user productivity.
Serves as a point of escalation and leads consultations with clients and key stakeholders to address complex or recurring technical issues identified by the team.
Develops, maintains, and oversees knowledge base articles, procedures, and training materials for support functions; partners with IT to deliver training as needed.
Ensures accurate documentation and tracking of advanced end-user issues within the designated system, in compliance with established policies and standards.
Manages escalated issues from the team, assesses severity, and escalates unresolved issues appropriately.
Maintains knowledge of and compliance with Information Technology and Information Security policies and procedures.
Participates in special projects and performs additional duties as assigned.
Drives and monitors Key Performance Indicators (KPIs) for Tech Central operations, including the Tech Central Desk, Tech Central Field, and Service Desk.