Key Responsibilities:
Leadership & Strategy
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.
Operational Excellence
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.
Technology & Solution Design
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).
User Experience & Engagement
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.
Governance & Compliance
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.
Financial & Vendor Management
Manage budgets, forecasts, and cost optimization strategies for end-user services.
Oversee vendor relationships, contracts, and performance for outsourced support and technology providers.
Cross-Functional Collaboration
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.
What It Takes
Education & Experience
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.
Technical Expertise
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.
Leadership & Strategy
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.
Operational Excellence
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.
Compliance & Governance
Knowledge of regulatory and compliance requirements related to workplace technologies.
Experience establishing governance frameworks and enforcing operational policies across global teams.
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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