Sr. Manager, Work Station Support
About the role
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 innovation skills, dedicated to driving high-quality customer service to VISA staff and elevating our Onsite Technology Support operations.
Key Responsibilities
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.
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.
Qualifications
Basic Qualifications: 8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience.
Preferred Qualifications: 8 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.
Proven experience as a Manager of Corporate Technology Support or similar leadership role.
Strong verbal and written communication skills, ability to quickly master new systems and processes.
Relevant and consistent leadership behaviors in team management, customer communications, and interactions with peers, senior leadership, and potential clients.
Previous experience managing globally diverse support teams.
Experience with multi-OS platforms (Windows, OSX, Mobile) and workstation hardware and peripherals.
Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.
Good understanding of process orientation, understanding of project management techniques, methodologies, and best practices.