Senior Manager, End User Support at Vanguard

Wayne, Pennsylvania, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Information TechnologyIndustries

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

Skills

Key technologies and capabilities for this role

ITILIncident ManagementProblem ManagementChange ManagementAutomationAIDevice ManagementEndpoint SecurityGDPRHIPAAVendor ManagementService DeskSLAsKPIs

Questions & Answers

Common questions about this position

What education and experience are required for this role?

A Bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field is required, along with 5-10 years of experience in end-user services, workplace technology, or IT operations, including at least 5 years in a senior leadership role managing large, distributed teams.

What technical expertise is needed for this position?

Candidates need deep understanding of workplace technologies including endpoint management, collaboration platforms like Microsoft 365 and Zoom, identity and access management, device lifecycle strategies, ITSM platforms like ServiceNow, automation tools, and AI-driven support solutions.

What leadership skills are essential for this role?

Exceptional leadership, communication, and interpersonal skills are required, along with the ability to inspire and align cross-functional teams and strategic thinking to translate business needs.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

Vanguard

Client-owned investment management firm offering low-cost funds

About Vanguard

Vanguard provides financial services with a focus on investment management. The company offers a variety of products, including mutual funds, exchange-traded funds (ETFs), individual retirement accounts (IRAs), and 401k rollovers, aimed at individual investors, financial advisors, and institutions. Vanguard's unique ownership structure means it is owned by its funds, which are in turn owned by the clients, allowing it to prioritize the needs of its investors over external shareholders. This model enables Vanguard to offer low-cost investment options, as it primarily earns revenue through management fees that are generally lower than industry standards. Additionally, Vanguard provides personalized investment advisory services, charging fees based on the assets managed. The company's goal is to help clients grow their wealth and achieve their financial objectives through effective investment strategies, while maintaining a competitive performance track record.

Kline Township, PennsylvaniaHeadquarters

1975Year Founded

SECONDARYCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Best-in-class medical, dental & vision coverage

Onsite health clinic & fitness center

Health Smart Rewards program

Vanguard Retirement Savings Plan

Education Benefits

PTO

Family Planning Benefist

Parental leave

Personal development opportunities

Volunteer Time Off

Risks

Competition from AI-driven platforms like Writer challenges Vanguard's traditional advisory services.

Vanguard's stake in Steelcase exposes it to the volatile furniture market.

New active bond ETFs may struggle in a low-yield environment with increasing competition.

Differentiation

Vanguard is client-owned, aligning its interests with investors, unlike traditional firms.

The firm offers low-cost investment products, making it attractive to cost-conscious investors.

Vanguard's ownership structure allows it to focus on long-term investor value.

Upsides

Vanguard's new active bond ETFs offer diversified, low-cost fixed income options.

The acquisition of Steelcase shares diversifies Vanguard's portfolio into the furniture industry.

Launching the International Dividend Growth Fund appeals to investors seeking sustainable dividend growth.

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