Responsibilities:
- Recruits, evaluates, and supervises team members; provides coaching, guidance, and training to support ongoing development. Establishes performance expectations, conducts performance reviews, and makes compensation recommendations in accordance with Human Resources policies and procedures.
- Leads a team responsible for resolving end-user technical issues, including system implementation, configuration, maintenance, troubleshooting, security, and usage monitoring.
- Oversees timely and effective resolution of technical issues to ensure minimal disruption to end-user productivity.
- Serves as a point of escalation and leads consultations with clients and key stakeholders to address complex or recurring technical issues identified by the team.
- Develops, maintains, and oversees knowledge base articles, procedures, and training materials for support functions; partners with IT to deliver training as needed.
- Ensures accurate documentation and tracking of advanced end-user issues within the designated system, in compliance with established policies and standards.
- Manages escalated issues from the team, assesses severity, and escalates unresolved issues appropriately.
- Maintains knowledge of and compliance with Information Technology and Information Security policies and procedures.
- Participates in special projects and performs additional duties as assigned.
- Drives and monitors Key Performance Indicators (KPIs) for Tech Central operations, including the Tech Central Desk, Tech Central Field, and Service Desk.
Qualifications:
- Minimum of five years related work experience. Supervisory experience preferred.
- Undergraduate degree or equivalent combination of training and experience.
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.