Senior Manager, End User Support

Vanguard•Dallas, TX

40d•Hybrid

About The Position

Provides strategic leadership and operational oversight for a large-scale, global end-user services organization. Manages multidisciplinary technical support teams responsible for delivering high-quality support, designing scalable solutions, and driving continuous improvement across workplace technologies. Ensures alignment with enterprise goals, compliance standards, and user experience expectations.

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

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.
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.
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).
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.
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.
Manage budgets, forecasts, and cost optimization strategies for end-user services.
Oversee vendor relationships, contracts, and performance for outsourced support and technology providers.
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.