Senior Manager, Station Support

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.

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 tracked 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.

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…