Executive IT Services Specialist

In this high-visibility “face of IT” role, the Executive IT Services Specialist ensures seamless technology experiences for approximately 200 senior leaders at Vanguard - including our Board of Directors, C-suite executives, and principals - so they can focus on strategic decisions without technical distractions. The position demands a unique blend of deep technical expertise, discretion, and exceptional customer service skills to address the complex and time-sensitive IT needs of top-ranking leadership. Acting as a trusted IT partner to Vanguard’s most influential members, you will provide white-glove, high-touch support by anticipating executives’ technology needs and resolving issues proactively and in times of request. Your efforts will keep their digital tools and environments optimized for performance, security, and ease of use - directly enabling our leaders’ productivity and ensuring the smooth operation of Vanguard’s mission-critical activities both locally and as they travel. As an Executive IT Services Specialist on our curated support team, you will take ownership of the following responsibilities in partnership with your peer team to deliver concierge-level IT service for Vanguard’s senior executives and their support staff:

Responsibilities:

• High-Priority Technical Support: Serve as a direct IT support partner for ~200 senior leaders, providing immediate response and rapid resolution for any hardware, software, or connectivity issues to ensure minimal downtime and maximum productivity.

• End-to-End Device & Application Management: Support and maintain all executive technology, including Windows and macOS laptops/desktops, mobile devices (iPhone/iPad), videoconferencing systems, and critical software (e.g. Microsoft 365 and other productivity/collaboration tools), ensuring they are fully operational and up-to-date at all times.

• Proactive System Maintenance: Conduct regular health checks, updates, and patches on executive devices; manage technology refresh cycles and new hardware/software rollouts with minimal disruption to the user. Leverage enterprise tools (e.g. Intune, Jamf Pro) to monitor device performance and address potential issues before they impact the executive, guaranteeing a secure and reliable IT environment.

• User Training & Advisory: Act as the primary IT advisor and liaison for executives. Build strong relationships and trust with each executive and their support staff, gaining insight into their preferences and workflows. Provide one-on-one coaching or training on new technologies, tools, and IT best practices tailored to the executive’s needs, improving their tech proficiency and confidence when requested.

• Collaboration & Escalation: Work closely with other IT & Security teams (e.g. network, security, enterprise applications) to quickly escalate and resolve complex issues beyond the desktop, such as enterprise network outages or specialized software problems or threat events. Ensure that all support actions comply with corporate security policies and safeguard sensitive information at all stages.

• Availability & Travel: Be prepared to support executives beyond typical 9-to-5 - including providing after-hours and weekend on-call assistance when urgent needs arise. This role is based in Malvern, PA, and requires approximately 15-25% travel to support off-site meetings, board sessions, or other critical events in person as a part of a broader team. You will sometimes work early mornings or late nights to ensure seamless technology support during important meetings in different time zones or during executive travel.

• Extensive IT Support Experience: 5+ years of IT support experience in helpdesk, desktop support, or similar roles, including 2+ years directly supporting C-suite or VIP end-users in a large enterprise environment. A proven track record of providing hands-on support to senior executives (e.g. CEO, CIO, board members) is essential

• Broad Technical Proficiency: Expertise in both Windows and macOS operating systems, as well as mobile device platforms (iOS required; Android a plus). Strong skills with enterprise productivity and communication tools, especially Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams), video conferencing (Teams/Zoom/GoogleMeet), mobile device management, and common peripherals and AV technologies.

• Advanced Troubleshooting & Security Knowledge: Demonstrated ability to diagnose and resolve a wide range of technical issues - from laptop and smartphone glitches to network connectivity and video conferencing problems - quickly and under pressure. Solid understanding of networking fundamentals (Wi-Fi, VPN, firewalls) and enterprise cybersecurity best practices to support secure executive computing and communication.

• Certifications (Preferred): Bachelor’sdegree in Computer Science, Information Technology, or a related field (or equivalent professional experience) is preferred. While not required, industry certifications such as CompTIA A+, Network+, ITIL Foundation, or relevant Microsoft/Apple certifications are highly valued as evidence of your technical depth and commitment to continuous learning.

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., Vanguard, one of the world’s leading 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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