Visa

Compensation

Full Description

About the position We are seeking a dynamic, transformational leader to join our team as the Sr. Manager of Onsite Technology Support. The ideal candidate will possess a blend of customer focus, operational and innovations skills, dedicated to driving high-quality customer service to VISA staff and elevating our Onsite Technology Support operations. This role is an excellent opportunity for someone who is passionate about: Exceptional Customer Service - Delivering unparalleled support to all Visa staff. Proactive and Predictive Support-Anticipating user needs and preventing issues before they arise. Cultivating a stellar support team- Building and developing a high-performing team of top-notch support professionals. Empowering Self-Service Solutions-Enhancing user independence through intuitive self-service options. Omni-channel experience-Providing seamless support across multiple communication channels. AI and automation integration-Leveraging technology to streamline processes and improve efficiency. Mastering shift-left via repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues. Self-Healing and ITSM Flow Integration- Implementing solutions that automatically resolve issues and optimize service management. Responsibilities • Transformational Leadership: Inspire, motivate, and guide the Onsite Technology Support team to achieve their full potential while fostering a culture of continuous improvement and excellence. • Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs. • Monitor and evaluate team performance, providing feedback and coaching for improvement. • Ensure work is properly documented and track via ITSM platform and service level targets are met and address all service-level complaints. • Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience. • Create and maintain SOPs-Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase. • Participate with various stakeholders in maximizing the operational effectiveness of the End User experience, while ensuring service improvements are done to minimize repeat issues. • Participate in budget planning process related to projects or other specific needs • Apply creative thinking to drive automation goals and align with technology strategy. • Be an exemplary leader, embodying the organization's culture, vision, mission, and goals. • Build strong relationships with leaders and stakeholders to command their attention. • Orchestrate effective communication and employee engagement initiatives. • Anticipate potential issues and implement preventive measures. • Assist in the development and execution of Corporate Technology Support strategic plan and organizational goals. • Collaborate with cross-functional teams for continuous improvement initiatives. • Proactively manage internal organization initiatives from ideation to execution. • Continuously seek new ways to improve operations and enhance customer experience. • Stay updated with industry trends and emerging technologies. • Support the adoption of new technologies and tools. • Ensure information security and risk management are embedded within the culture. • Direct the secure operation and maintenance of corporate computing and networking infrastructure. • Provide subject matter expertise and manage external and internal collaboration projects. • Ensure change management best practices are followed for organizational initiatives. • Collaboration with peer stakeholders across other End User Systems operations engineering functions to define clear R&R and rules of engagement. Requirements • 8+ years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD, OR 11+ years of relevant work experience. • Hands-on experience with operations. • Customer-service oriented with strong analytical and problem-solving skills. • Team leadership skills and a bachelor’s degree in computer science, information technology, or related field. • At least 6 years of experience in Corporate Technology Support management or IT service delivery. • 4+ years Previous experience managing globally diverse support teams. Nice-to-haves • Strong knowledge of ITIL framework and service desk tools • Certification in IT service management, project management, or quality management is preferred. • Experience with ServiceNow ITSM Tool. • Proven track record of driving change and transformation in network operations. • Experience in leading enterprise technology and cultural transformation programs. • Experience working with highly effective teams through major technology transitions. • Demonstrated understanding of tools and technologies and metrics-driven management. • Strong conviction to drive things to closure with a high sense of ownership, low ego, and a proactive, solution-oriented attitude. • Excellent attention to detail, analytical thinking, and independent judgment. • Excellent verbal, written, and presentation skills in particular, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally. • Strong experience in providing exceptional customer service and supporting business continuity planning. • Relevant and consistent leadership behaviors in team management, customer communications, and interactions with peers, senior leadership, and potential clients. • Previous Corporate Technology Support experience, for a globally diverse Fortune 500 organization • 6+ years of experience and very strong understanding of the user workstation environment, multi-OS platforms (Windows, OSX, Mobile), and workstation hardware and peripherals. • Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments. • Good understanding of process orientation, understanding of project management techniques, methodologies, and best practices. • Candidate must have demonstrated and be prepared to exhibit initiative and ownership of project success. • Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion. Benefits • Medical • Dental • Vision • 401 (k) • FSA/HSA • Life Insurance • Paid Time Off • Wellness Program