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.
Top Skills
What We Do
We are a community of 30 million who think – and feel – differently about investing. Together, we’re changing the way the world invests.
Since our founding in 1975, helping our investors achieve their goals is our sole reason for existence. With no other parties to answer to and therefore no conflicting loyalties, we make every decision—like keeping investing costs as low as possible—with only your needs in mind.
Vanguard is one of the world's largest investment companies, offering a large selection of high-quality low-cost mutual funds, ETFs, advice, and related services. Individual and institutional investors, financial professionals, and plan sponsors can benefit from the size, stability, and experience Vanguard offers. As of April 30, 2019, we managed more than $5.6 trillion in global assets. In addition, we have 189 funds in the United States and 225 funds in global markets.
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