Sr. Manager, Work Station Support
Core
Lead and optimize onsite technology support operations for Visa staff, focusing on proactive issue resolution, team development, and service improvement.
Role type
Senior Manager, Corporate Technology Support
Builds
Corporate computing and networking infrastructure support services
Domain
IT Service Management (ITSM), End User Computing
Deliverable
client delivery
Required skills
Team leadership and mentorship, ITIL framework expertise, ServiceNow ITSM tool proficiency, process improvement and root cause analysis, budget planning, cross-functional collaboration, multi-OS platform knowledge (Windows, OSX, Mobile), hardware and peripheral management
Preferred skills
Advanced degree (Masters, MBA, JD, MD, PhD), experience managing globally diverse support teams, project management methodologies
Technologies
ServiceNow
Responsibilities
Inspire and guide the onsite technology support team to achieve goals and OKRs, monitor and evaluate team performance with coaching, ensure documentation and service level targets are met via ITSM, drive service improvement to reduce incidents and enhance user experience, create and maintain SOPs, policies, SLAs, and knowledgebase, participate in budget planning and strategic planning, collaborate with stakeholders on operational effectiveness
Seniority
Senior, hands-on IC with team management
