Senior Manager, End User Support at The Vanguard Group

Key Responsibilities:Leadership & StrategyDefine 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 ExcellenceOversee 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 DesignCollaborate 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 & EngagementChampion 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 & ComplianceEstablish 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 ManagementManage budgets forecasts and cost optimization strategies for end-user services.Oversee vendor relationships contracts and performance for outsourced support and technology providers.Cross-Functional CollaborationAct 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.What It TakesEducation & ExperienceBachelors 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.Technical ExpertiseDeep 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.Leadership & StrategyExceptional 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.Operational ExcellenceStrong 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.Compliance & GovernanceKnowledge of regulatory and compliance requirements related to workplace technologies.Experience establishing governance frameworks and enforcing operational policies across global teams.Special FactorsSponsorshipVanguard is not offering visa sponsorship for this position.About VanguardAt Vanguard we dont just have a missionwere 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 WorkVanguard 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.Required Experience:Senior Manager Key Skills CSS,InVision,Balsamiq,HTML5,Information Architecture,Ux,Usability,UI,IOS,Figma,Responsive Web Design,Sketch Employment Type : Full-Time Experience: years Vacancy: 1