Senior Manager, End User Support

The Vanguard Group•Wayne, PA

4d•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.

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field.
Minimum of 5-10 years of experience in end-user services, workplace technology, or IT operations, with at least 5 years in a senior leadership role managing large, distributed teams.
Proven track record of leading enterprise-scale support organizations and delivering measurable improvements in user experience and operational efficiency.
Deep understanding of workplace technologies including endpoint management, collaboration platforms (e.g., Microsoft 365, Zoom), identity and access management, and device lifecycle strategies.
Experience with ITSM platforms (e.g., ServiceNow), automation tools, and AI-driven support solutions.
Exceptional leadership, communication, and interpersonal skills with the ability to inspire and align cross-functional teams.
Strategic thinker with a strong ability to translate business needs into scalable technical solutions.
Demonstrated success in driving innovation, change management, and digital transformation initiatives.
Strong background in ITIL practices and service delivery frameworks.
Skilled in project management and capable of delivering complex initiatives on time and within budget.
Analytical mindset with the ability to use data to drive decisions, optimize performance, and improve user satisfaction.
Knowledge of regulatory and compliance requirements related to workplace technologies.
Experience establishing governance frameworks and enforcing operational policies across global teams.

Responsibilities

Leadership & Strategy Define and execute the vision for end-user services, aligning with enterprise IT and business strategies.
Lead and mentor technical support teams across Tier 1, Tier 2, and specialized roles (e.g., Incident Coordinators).
Foster a culture of accountability, innovation, and customer-centricity.
Operational Excellence Oversee daily operations of service desks, field support, and remote support teams to ensure SLAs, KPIs, and user satisfaction targets are met.
Implement ITIL-based processes for incident, problem, and change management.
Drive automation, self-service, and AI-powered support capabilities to improve efficiency and reduce ticket volumes.
Technology & Solution Design Collaborate with engineering and architecture teams to design and implement workplace technology solutions (e.g., device management, collaboration tools, endpoint security).
Ensure solutions are scalable, secure, and compliant with regulatory requirements (e.g., PII, GDPR, HIPAA).
User Experience & Engagement Champion end-user experience by leveraging analytics, surveys, and feedback loops to identify pain points and opportunities for improvement.
Lead initiatives to enhance digital dexterity and adoption of workplace tools.
Governance & Compliance Establish and enforce standards, policies, and procedures for workplace technologies and support operations.
Partner with InfoSec and Risk teams to ensure compliance with data protection and cybersecurity policies.
Financial & Vendor Management Manage budgets, forecasts, and cost optimization strategies for end-user services.
Oversee vendor relationships, contracts, and performance for outsourced support and technology providers.
Cross-Functional Collaboration Act as a key liaison between IT, HR, Facilities, and Business Units to ensure seamless delivery of workplace services.
Support M&A activities, office expansions, and organizational change initiatives with tailored support strategies.