Manager, End User Support

Leads and develops a team responsible for delivering end-user technical support within a desktop computing environment. This role requires onsite presence Monday through Friday, 8:30 AM–5:00 PM EST, to provide oversight of the Pennsylvania site’s desk-side and field support operations.

Responsibilities:

• Recruits, evaluates, and supervises team members; provides coaching, guidance, and training to support ongoing development. Establishes performance expectations, conducts performance reviews, and makes compensation recommendations in accordance with Human Resources policies and procedures.
• Leads a team responsible for resolving end-user technical issues, including system implementation, configuration, maintenance, troubleshooting, security, and usage monitoring.
• Oversees timely and effective resolution of technical issues to ensure minimal disruption to end-user productivity.
• Serves as a point of escalation and leads consultations with clients and key stakeholders to address complex or recurring technical issues identified by the team.
• Develops, maintains, and oversees knowledge base articles, procedures, and training materials for support functions; partners with IT to deliver training as needed.
• Ensures accurate documentation and tracking of advanced end-user issues within the designated system, in compliance with established policies and standards.
• Manages escalated issues from the team, assesses severity, and escalates unresolved issues appropriately.
• Maintains knowledge of and compliance with Information Technology and Information Security policies and procedures.
• Participates in special projects and performs additional duties as assigned.
• Drives and monitors Key Performance Indicators (KPIs) for Tech Central operations, including the Tech Central Desk, Tech Central Field, and Service Desk.

Qualifications:

• Minimum of five years related work experience. Supervisory experience preferred.
• Undergraduate degree or equivalent combination of training and experience.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

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.