Manager, End User Support
About Vanguard
More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.
Today, Vanguard is one of the world's largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.
Team & Opportunity
As part of our Digital Workplace Services team , the Manager, End User Support will oversee our Tech Central & Tech Central O perations teams. Our Tech Central team is our frontline support team focused on delivering expectational client experiences through tailored technical support to our Crew. Our Tech Central Operations team leads our Platform Engineers who support our Microsoft, M365 and VDI platforms.
This an exciting opportunity for a client experienced focused leader to lead a highly visible technology experience team supporting our VIA business. This role also overseas our meeting room experience, live events support, remote site support (Sydney), digital workplace projects & other technology experience initiatives.
Core Responsibilities
- Lead, coach and develop a high performing technical support team that delivers exceptional end-user experiences across desktop, meeting room and AV environments.
- Oversee day today operations of Tech Central, ensuring efficient delivery of desktop support, live event support and meeting room/AV services.
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- Manage and prioritise work across Digital Workplace Services initiatives, including major projects such as Windows 11 uplift programs and meeting room technology upgrades.
- Coordinate remote support for our Sydney office, ensuring consistent service quality across locations.
- Provide leadership to the Tech Central Operations team, including Platform Engineers responsible for Microsoft 365, Windows 11, Intune and Virtual Desktop Infrastructure.
- Drive continuous improvement, proactively identifying opportunities to enhance processes, uplift service quality and improve the overall end-user digital experience.
- Actively contribute and coordinate actions on Major Incident calls.
Experience required
- Experience leading and developing teams.
- Strong and effective communication skills, with the confidence to present comfortably to senior stakeholders and large groups.
- Strong stakeholder management and relationship building skills across all levels of the organisation.
- Strong problem-solving ability project management capability.
- Demonstrated experience driving continuous improvement initiatives.
- Technical acumen across Microsoft 365, general troubleshooting and digital workplace technologies is desirable but not mandatory.
Inclusion Statement
Vanguard's continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: "Do the right thing."
We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard's core purpose through our values.
When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose.
Our core purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.
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.
Perks and Benefits
Health and Wellness
- FSA
- HSA
- Health Reimbursement Account
- Fitness Subsidies
- On-Site Gym
- HSA With Employer Contribution
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Mental Health Benefits
- Virtual Fitness Classes
- Pet Insurance
Parental Benefits
- Non-Birth Parent or Paternity Leave
- Birth Parent or Maternity Leave
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Company Outings
- Commuter Benefits Program
- Casual Dress
- Happy Hours
- Snacks
- Some Meals Provided
- On-Site Cafeteria
Vacation and Time Off
- Personal/Sick Days
- Paid Holidays
- Paid Vacation
- Volunteer Time Off
- Leave of Absence
Financial and Retirement
- Relocation Assistance
- Performance Bonus
- 401(K) With Company Matching
- 401(K)
- Financial Counseling
- Profit Sharing
Professional Development
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Tuition Reimbursement
- Internship Program
- Lunch and Learns
- Leadership Training Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
Hear directly from employees about what it is like to work at Vanguard.