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.