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IT Desktop Support Manager

4 months ago

Malvern, United States Vanguard Full time

We are seeking an experienced people manager to lead a team of desktop support and event production professionals in delivering world class technical support to our executives and event teams. As an Executive/Event Support Manager, you will be responsible for overseeing the day-to-day operations of our dedicated support team, ensuring timely and effective resolution of technical issues, and driving continuous improvement in our processes and services.

**This is an On-Site position based in Malvern, PA.  Schedule: Mon thru Friday in-office**

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 executives, event teams, and other high-priority users, ensuring prompt and effective resolution of technical issues.
  • Develop and implement processes and procedures to ensure efficient and effective desktop support operations, with a focus on executive and event support.
  • 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 company IT policies and standards.
  • Provide technical expertise and guidance to executives and event teams on desktop and mobile technologies.
  • Develop and maintain relationships with key stakeholders, including executives, event teams, and other IT teams.
  • This high visibility role will have exposure with senior level executives.

What it takes:

Bachelor's degree in Computer Science, Information Technology, or equivalent experience.

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

Ability to travel if/when needed (approx. 10%)



Additional Qualifications that make an impact:
ITIL Foundation certification or equivalent.
Experience with IT service management tools and platforms.
Knowledge of cloud-based technologies and virtual desktop infrastructure.
Experience with Agile methodologies and iterative development.
Experience supporting executives and high-priority users.

If you are a motivated and experienced Executive/Event Support Manager with a passion for leadership and technical support, we encourage you to apply for this exciting opportunity

Special Factors

Sponsorship

Vanguard is not offering visa sponsorship for this position.

About Vanguard

We are Vanguard. Together, we’re changing the way the world invests.

For us, investing doesn’t 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 that’s how we’ve 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. Let’s make it count.

Inclusion Statement

Vanguard’s 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 Vanguard’s 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.