Manager, End User Support

Melbourne - Australia

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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 itwas 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 worlds largest investment management companies serving more than50 million investorsworldwide. 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 Servicesteam the Manager End User Support will overseeour Tech Central &Tech Central Operations 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 ourPlatform 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 teamsupporting our VIA business. This rolealso overseas our meeting room experiencelive eventssupportremote site support (Sydney)digital workplace projects & other technology experience initiatives.

Core Responsibilities

Leadcoachand develop ahigh performingtechnical support team that delivers exceptionalend-userexperiences across desktop meetingroomand AV environments.

Overseedaytodayoperations of Tech Central ensuring efficient delivery of desktop support live eventsupportand meeting room/AV services.

Manage and prioritise work across Digital Workplace Services initiatives including major projects such as Windows 11 uplift programs andmeeting roomtechnology 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 11Intuneand Virtual Desktop Infrastructure.

Drive continuous improvement proactivelyidentifyingopportunities to enhance processes uplift service quality and improve the overallend-userdigital experience.

Actively contribute and coordinate actions on Major Incident calls.

Experience required

Experience leading and developing teams.

Strong and effectivecommunication skills with the confidence to present comfortably to senior stakeholders and large groups.

Strongstakeholder managementandrelationship buildingskills across all levels of the organisation.

Strongproblem-solvingabilityproject managementcapability.

Demonstrated experience driving continuous improvement initiatives.

Technical acumen across Microsoft 365 generaltroubleshootingand digital workplace technologiesisdesirablebut not mandatory.

Inclusion Statement

Vanguards 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 Vanguards 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 Vanguards 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.

Required Experience:

Manager

About VanguardMore 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 itwas as bold as it was brilliant. To this...