Senior Manager

Job Description

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.

Essential Functions:

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.

Proactiveness: 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.

Innovation: 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.

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.
• 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.

Preferred Qualifications:

• 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.