Director, Onsite Technology Support

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.

We are seeking a dynamic, transformational leader to join our team as the Director 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 operations. This role is an excellent opportunity for someone who is passionate about:

Key Focus Areas

The ideal candidate should be passionate about: 

• Exceptional Customer Service - Delivering unparalleled support to all 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.

Key Responsibilities:

Transformational Leadership: Inspire, motivate, and guide the North America 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.
• Ensure support coverage for executives when they travel to corporate events and provide events support when applicable.
• 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 relative to the specific needs of this user base.
• 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.

• Develop and execute a strategic plan for the NA Onsite Technology Support team aligned with 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. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Proven experience as a Director of End User Support or similar leadership role.
• 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 10 years of experience in End User Support 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.
• Relevant and consistent leadership behaviors in team management, customer communications, and interactions with peers, senior leadership, and potential clients.
• 6+ years Previous experience managing globally diverse support teams.
• Previous executive support experience, for a globally diverse Fortune 500 organization
• 6+ years of experience and very strong understanding of the user workstation environment.
• 6+ years of experience with multi-OS platforms (Windows, OSX, Mobile).
• 6+ years of experience with workstation hardware and peripherals.
• Self-motivated with the ability to exercise independent judgment with minimal direction from supervisor.
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.
• 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.
• 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.
• 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 with the ability to communicate technical and business issues effectively.
• Strong experience in providing exceptional customer service and supporting business continuity planning.
• Maintain and support the planning for Business Continuity.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 149,400.00 to 216,850.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.