Vanguard · 1 month ago
Senior Manager, End User Support
Wayne, PA
Full-time
Hybrid
Senior Level
5+ years expVanguard is a company dedicated to the long-term financial wellbeing of its clients. They are seeking a Senior Manager for End User Support to define and execute the vision for end-user services, lead technical support teams, and ensure operational excellence while enhancing user experience and compliance with regulations.
FinanceFinancial Services
No H1B
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
Qualification
Required
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
Company
Vanguard
Check is a client-owned investment company that offers low-cost mutual funds, ETFs, advice, and related services.
Founded in 1975Kelayres, Pennsylvania, USA
10001+ employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
ic@3401
2017-03-31Non Equity Assistance
Leadership Team
Salim Ramji
Chief Executive Officer
Andrew Maack
Principal, Head of US Equity Index Portfolio Management
Recent News
2025-09-05
2025-03-15
Company data provided by crunchbase