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 Corporate Technology 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 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 solutionsEnhancing user independence through intuitive self-service optionsProactive and predictive supportAnticipating user needs and preventing issues before they ariseOmni-channel experienceProviding seamless support across multiple communication channelsAI and automation integrationLeveraging technology to streamline processes and improve efficiencyCultivating a stellar support teamBuilding and developing a team of top-notch support professionalsMastering shift-left with repeated issue analysisIdentifying patterns and addressing root causes to reduce recurring issuesIntegrating Self-Healing and ITSM FlowImplementing 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 OKRsMonitor and evaluate team performance, providing feedback and coaching for improvementAnalyze regular performance reports and take actions to ensure desired behaviors from team membersEnsure service level targets are met and address all service-level complaintsBuild strong relationships with leaders and stakeholders to command their attentionDevelop training and performance improvement plans for team membersPropose innovation and improvements to current processes, procedures, and tools to the Training, Process, and 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 goalsSupport the adoption of new technologies and toolsProvide subject matter expertise and manage external and internal collaboration projectsPosition may be required to work various time zones, in support of 24x7x365 support requirements

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications
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.

Preferred Qualifications & Skills
Proven experience as a Service Desk Leader or similar leadership role
Hands-on experience with service desk operations
Bachelor’s degree in Computer Science, Information Technology, or related field
Technical Competence: Familiarity with organizational technologies, troubleshooting, and adaptability to new tools
Operational Efficiency: Process streamlining, customer service improvement, downtime reduction, and resource management
Capacity Planning: Forecasting and managing Service Desk resource needs
Independent Thinking: Creative problem-solving, decision-making, and risk management
Business Case Development: Strategic and financial justification for resources or changes
Leadership & Performance Management: Team leadership, motivation, and performance oversight
Communication & Executive Presence: Strong verbal/written skills and professional demeanor
Collaboration: Effective teamwork across departments and functions
Emotional Intelligence: Relationship building, conflict management, and empathetic leadership
Change Adaptability & Management: Navigating and leading through organizational change
Project Management: Planning and executing projects on time and within budget
Conflict Resolution: Constructive dispute mediation and positive environment maintenance
Cultural Competence: Inclusivity and respect for diverse backgrounds
Troubleshooting Knowledge:
Windows 10/11, Mac, Android/iOS
Microsoft Office Suite, Office365, Exchange, Outlook
Printers (local/LAN), Wi-Fi, VPN, internet connectivity
Communication tools (Teams, Webex)
Technical Tools Experience:
Microsoft Active Directory (Users & Groups)
Basic network management (TCP/IP, DNS, DHCP, wireless)
Remote support tools (Remote Desktop, LogMeIn, Team Viewer, Bomgar)
ServiceNow
Frameworks & Certifications:
Strong knowledge of ITIL and service desk tools
Preferred certifications in IT service management, project management, or quality management

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.