Manager, End User Support

About Vanguard
Founded in 1975, Vanguard is one of the world's leading investment management companies. The firm offers investments, advice, and retirement services to tens of millions of individual investors around the globe—directly, through workplace plans, and through financial intermediaries.

Vanguard India

Vanguard’s office in India is a significant milestone in our global expansion. We are committed to establishing an enduring technology center in Hyderabad, Telangana and are excited to be adding talent who will focus on Artificial Intelligence (AI), mobile, and cloud-based technologies that drive our business outcomes and deliver a world-class experience for our clients.  

Role Summary

We’re looking for a people-first leader who knows how to turn potential into performance. The ideal Manager of End User Support brings at least three years of leadership experience, strong coaching and performance management skills, and a demonstrated ability to deliver results. This leader will play a critical role in developing entry-level technical talent, building high-performing teams, and creating an environment where people can learn, grow, and succeed while delivering an exceptional support experience. Ideally, we are looking for candidates with experience leading teams across Windows, MacOS, Virtual Desktop and Remote connectivity experience. Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions

Responsibilities

1. Hires, evaluates, and supervises crew. Provides guidance and training as necessary to develop crew. Sets performance standards, reviews performance, and makes informed compensation decisions in accordance with all applicable Human Resources policies and procedures.

2. Manages a team that addresses end user technical issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.

3. Manages the team's resolution of technical troubleshooting issues to ensure end user productivity.

4. Leads consultations with clients and key stakeholders on potential technical issues or problems that were identified by the team.

5. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew. Partners with IT to train staff when necessary.

6. Maintains an accurate data inventory regarding advanced end-user issues within the tracking system and according to policies and standards.

7. Manages and resolves issues elevated from team. Determines severity of unresolved issues and escalates issues accordingly.

8. Learns and complies with Information Technology and Information Security policies and procedures.

9. Participates in special projects and performs other duties as assigned.

Qualifications and Skills

• Minimum 5 years of experience in end-user support or IT service management, with at least 3 years in a leadership or supervisory role.
• Bachelor’s degree in Computer Science, Information Technology, or a related field; a Graduate degree is preferred.
• Windows and MacOS support experience.
• Virtual desktop environment experience.
• VPN, connectivity, and endpoint troubleshooting.
• ServiceNow experience (preferred).
• Genesys experience (preferred).
  

Location

This role is based in Hyderabad, Telangana at Vanguard India. Only qualified external applicants will be considered.

Our mission

Vanguard adheres to a simple purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Our commitment to you 

Vanguard takes the same long-term view of your success—at work and in life—with Benefits and Rewards packages that reflect what you care about, throughout all the phases and stages of your life. Our Total Rewards programs provide you and your loved ones with wellness support for key areas in your life: 

Financial wellness 
We're committed to enabling your financial success and provide competitive offers and programs. 

Physical wellness
We're committed to providing benefits that support your physical health and wellness. 

Personal wellness 
We're committed to providing resources that help support the full scope of your life. 

How we work

Vanguard has implemented a hybrid working model for most of our employees (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.