Director, Onsite & AV

Job Description

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.

• 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.

• 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.
• 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.

• 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.

• 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.

• 10+ years of relevant work experience and a Bachelors degree, OR 13+ years of relevant work experience

• 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…