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IT Service Desk Manager

3 months ago

Wayne, Pennsylvania, United States Vanguard Full time

We are seeking an experienced IT Desktop Support Manager to lead our team of desktop support professionals in delivering top-notch technical support to our employees. As an IT Desktop Support Manager at Vanguard, you will be responsible for overseeing the day-to-day operations of our desktop support team, ensuring timely and effective resolution of technical issues, and driving continuous improvement in our processes and services.

This On-Site Role (in-office Mon-Fri) is based in Wayne, PA In this role you will:

Lead and manage a team of desktop support professionals, providing guidance, coaching, and development opportunities to ensure exceptional performance and growth.

Oversee the delivery of technical support services to employees, ensuring prompt and effective resolution of technical issues.

Develop and implement processes and procedures to ensure efficient and effective desktop support operations.

Collaborate with other IT teams to ensure seamless integration of desktop support services with broader IT initiatives.

Analyze and resolve complex technical issues, escalating to senior management as necessary.

Develop and manage budgets, forecasts, and resource plans to support desktop support operations.

Ensure compliance with industry best practices, ITIL frameworks, and Vanguard's IT policies and standards.

What it takes:

5+ years of experience in IT desktop support or a related field, with at least 2+ years of people leadership experience.

Bachelor's degree in Computer Science, Information Technology, preferred, but not required.

ITIL Foundation certification or equivalent preferred, but not required.Proven track record of successfully leading teams and delivering high-quality technical support services.Strong technical knowledge of desktop operating systems, hardware, and software.Excellent communication, problem-solving, and analytical skills.Ability to work effectively in a fast-paced environment, prioritizing multiple tasks and deadlines.

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, were changing the way the world invests.

For us, investing doesnt just end in value. It starts with values. Because when you invest with courage, when you invest with clarity, and when you invest with care, you can get so much more in return. We invest with purpose and thats how weve become a global market leader. Here, we grow by doing the right thing for the people we serve. And so can you.

We want to make success accessible to everyone. This is our opportunity. Lets make it count.

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 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.

Vanguard, one of the world's largest investment management companies, serves individual investors, institutions, employer-sponsored retirement plans, and financial professionals. We have a diverse and talented crew with a culture that promotes teamwork, along with an unwavering focus on serving our clients' best interests.

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