Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

As a member of the End Users Systems support team, the IT Service Desk Senior Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and/or simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.

This role is an excellent opportunity for someone who is passionate about:

Empowering self-service solutions-Enhancing user independence through intuitive self-service options.Proactive and predictive support-Anticipating user needs and preventing issues before they arise.Omni-channel experience-Providing seamless support across multiple communication channels.AI and automation integration-Leveraging technology to streamline processes and improve efficiency.Cultivating a stellar support team- Building and developing a team of top-notch support professionals.Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.

Key Responsibilities:

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.Analyzes regular performance reports and take actions to ensure desired behaviors from team membersEnsure service level targets are met and address all service-level complaints.Build strong relationships with leaders and stakeholders to command their attention.Develops training and performance improvement plans for team membersProposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools LeadIdentify gaps and areas of poor performance and provide recommendations for automation and simplificationApply creative thinking to drive automation goals and align with technology strategyBe an exemplary leader, embodying the organization's culture, vision, mission, and goals.Support the adoption of new technologies and tools.Provide subject matter expertise and manage external and internal collaboration projectsPosition may be required to work various time zones, in support of 24x7x365 support requirements.

Qualifications

Basic Qualifications:

8+ years of relevant work experience with a Bachelor’s Degree, OR 11+ years of relevant work experience.

Preferred qualifications and skills: 

Technical Competence: Understanding of the technologies used in the organization, troubleshooting techniques, and the ability to quickly adapt to new technologies.Operations Efficiency: Experience in streamlining processes, improving customer service, reducing downtime, and managing resources effectively.Capacity Planning: Predicting and managing the resources required for Service Desk operations.Independent Thinking / Out of the Box Thinking / Decision Making / Risk Management: Ability to come up with unique solutions, make important decisions, and manage risks effectively.Business Case Experience:  Ability to justify and advocate for resources or changes based on strategic and financial grounds.Strong People Leaders / Performance Management: Experience leading teams effectively, motivating employees, and managing their performance. Guiding teams towards achieving their goals and improving their performance.Strong Communication Skills / Executive Presence: Ability to communicate effectively and maintain a commanding presence. Be able to articulate ideas clearly, influence others, and command respect.Strong Collaboration: Ability to work effectively with others, both within and outside the team. Foster a collaborative environment to achieve common goals.Emotional Intelligence: Ability to understand and manage your own emotions and those of others. Build strong relationships, manage conflicts, and lead effectively.Change Adaptability: Ability to adapt to changes in the business environment. Be able to navigate changes effectively and guide their team through them.Project Management: Understanding the principles and techniques of project management. Be able to manage projects effectively and ensure they are completed on time and within budget.Conflict Resolution Competence: Ability to manage and resolve conflicts in a constructive manner. Be able to mediate disputes and maintain a positive work environment.Cultural Competence: Understanding and respecting different cultural backgrounds and viewpoints. Be able to work effectively with a diverse team and promote inclusivity.Change Management Competence: Ability to manage changes in the organization effectively. Be able to plan for change, communicate it effectively, and guide their team through it.Proven experience as a Service Desk Leader or similar leadership role.Hands-on experience with service desk operations.Team leadership skills and a Bachelor's degree in computer science, information technology, or related field.At least 7 years of experience in service desk management or IT service delivery.Strong verbal and written communication skills, ability to quickly master new systems and processes.Natural collaborator with excellent verbal, written, and presentation skills.Troubleshooting knowledge for Microsoft Windows 10 / 11, Mac, Mobile Devices (Android & iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, Internet Connectivity, Communication tools (Teams, Webex, etc.)Work experience with Microsoft Active Directory Users and Groups ManagementAn understanding of basic network management (TCP/IP, Wireless, DNS, DHCP) including administration of various kinds of network devicesExperience using remote support tools e.g. Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.Experience using ServiceNow.Strong knowledge of ITIL framework and service desk tools; Certification in IT service management, project management, or quality management is preferred.

 

Additional information

Work Hours: This role requires availability during US time zone business hours. However, as the team operates 24x7 across multiple locations (Philippines and Bogota), flexibility and willingness to adapt to team members' needs across different time zones are essential.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.