Sr. Manager - Service Desk

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.

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 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
• Analyze regular performance reports and take actions to ensure desired behaviors from team members
• Ensure service level targets are met and address all service-level complaints
• Build strong relationships with leaders and stakeholders to command their attention
• Develop training and performance improvement plans for team members
• Propose innovation and improvements to current processes, procedures, and tools to the Training, Process, and Tools Lead
• Identify gaps and areas of poor performance and provide recommendations for automation and simplification
• 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
• Support the adoption of new technologies and tools
• Provide subject matter expertise and manage external and internal collaboration projects
• Position may be required to work various time zones, in support of 24x7x365 support requirements

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

• 8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience

What else can you expext and bring to the table:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Technical competence, which involves understanding the technologies used in the organization, troubleshooting techniques, and the ability to quickly adapt to new technologies.
• Operations efficiency is also important, with experience in streamlining processes, improving customer service, reducing downtime, and managing resources effectively.
• Capacity planning involves predicting and managing the resources required for Service Desk operations.
• Independent thinking, out of the box thinking, decision making, and risk management are essential, with the ability to come up with unique solutions, make important decisions, and manage risks effectively.
• Business case experience is necessary, with the ability to justify and advocate for resources or changes based on strategic and financial grounds.
• Strong people leadership and performance management skills are required, with experience leading teams effectively, motivating employees, and managing their performance.
• Strong communication skills and executive presence are important, with the ability to communicate effectively and maintain a commanding presence.
• Strong collaboration skills are needed, with the ability to work effectively with others, both within and outside the team, and foster a collaborative environment to achieve common goals.
• Emotional intelligence is crucial, with the ability to understand and manage your own emotions and those of others, build strong relationships, manage conflicts, and lead effectively.
• Change adaptability is necessary, with the ability to adapt to changes in the business environment and guide the team through them.
• Project management skills are required, with an understanding of the principles and techniques of project management, and the ability to manage projects effectively and ensure they are completed on time and within budget.
• Conflict resolution competence is important, with the ability to manage and resolve conflicts in a constructive manner, mediate disputes, and maintain a positive work environment.
• Cultural competence is needed, with an understanding and respect for different cultural backgrounds and viewpoints, and the ability to work effectively with a diverse team and promote inclusivity.
• Change management competence is essential, with the ability to manage changes in the organization effectively, plan for change, communicate it effectively, and guide the team through it.
• Proven experience as a Service Desk Leader or similar leadership role is required, along with hands-on experience with service desk operations.
• Team leadership skills and a Bachelor's degree in computer science, information technology, or a related field are necessary.
• At least 7 years of experience in service desk management or IT service delivery is required. Strong verbal and written communication skills are important, with the ability to quickly master new systems and processes.
• A natural collaborator with excellent verbal, written, and presentation skills is needed.
• Troubleshooting knowledge for Microsoft Windows 10 and 11, Mac, mobile devices (Android and iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, internet connectivity, and communication tools (Teams, Webex, etc.) is required.
• Work experience with Microsoft Active Directory Users and Groups Management is necessary.
• An understanding of basic network management (TCP/IP, wireless, DNS, DHCP) including administration of various kinds of network devices is required.
• Experience using remote support tools such as Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc. is needed.
• Experience using ServiceNow is required.
• Strong knowledge of the ITIL framework and service desk tools is necessary, and certification in IT service management, project management, or quality management is preferred.

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.