Manager, End User Support
Vanguard
full-time
Posted on:
Location Type: Hybrid
Location: Wayne • Pennsylvania • United States
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About the role
- Recruits, evaluates, and supervises team members
- Provides coaching, guidance, and training to support ongoing development
- Establishes performance expectations and conducts performance reviews
- Leads a team responsible for resolving end-user technical issues
- Oversees timely and effective resolution of technical issues
- Serves as a point of escalation for complex technical issues
- Develops, maintains, and oversees knowledge base articles and training materials
- Ensures accurate documentation and tracking of advanced end-user issues
- Manages escalated issues from the team
- Maintains knowledge of and compliance with IT policies and procedures
- Participates in special projects and performs additional duties as assigned
- Drives and monitors Key Performance Indicators (KPIs)
Requirements
- Minimum of five years related work experience
- Supervisory experience preferred
- Undergraduate degree or equivalent combination of training and experience
Benefits
- Flexible working arrangements
- Professional development opportunities
- Hybrid working model
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
coachingguidancetrainingperformance managementteam leadershipproblem-solvingdocumentationcommunication