Sr. Manager - Service Desk

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

As a member of the Corporate Technology Support team, the IT Service Desk Senior Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management, and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.

This role is an excellent opportunity for someone who is passionate about:

• Empowering self-service solutions
• Enhancing user independence through intuitive self-service options
• Proactive and predictive support
• Anticipating user needs and preventing issues before they arise
• Omni-channel experience
• Providing seamless support across multiple communication channels
• AI and automation integration
• Leveraging technology to streamline processes and improve efficiency
• Cultivating a stellar support team
• Building and developing a team of top-notch support professionals
• Mastering shift-left with repeated issue analysis
• Identifying patterns and addressing root causes to reduce recurring issues
• Integrating Self-Healing and ITSM Flow
• Implementing solutions that automatically resolve issues and optimize service management

Key Responsibilities

• 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
• Analyze regular performance reports and take actions to ensure desired behaviors from team members
• Ensure service level targets are met and address all service-level complaints
• Build strong relationships with leaders and stakeholders to command their attention
• Develop training and performance improvement plans for team members
• Propose innovation and improvements to current processes, procedures, and tools to the Training, Process, and Tools Lead
• Identify gaps and areas of poor performance and provide recommendations for automation and simplification
• 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
• Support the adoption of new technologies and tools
• Provide subject matter expertise and manage external and internal collaboration projects
• Position may be required to work various time zones, in support of 24x7x365 support requirements

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.



Preferred Qualifications & Skills

Proven experience as a Service Desk Leader or similar leadership role

Hands-on experience with service desk operations

Bachelor’s degree in Computer Science, Information Technology, or related field

Technical Competence: Familiarity with organizational technologies, troubleshooting, and adaptability to new tools

Operational Efficiency: Process streamlining, customer service improvement, downtime reduction, and resource management

Capacity Planning: Forecasting and managing Service Desk resource needs

Independent Thinking: Creative problem-solving, decision-making, and risk management

Business Case Development: Strategic and financial justification for resources or changes

Leadership & Performance Management: Team leadership, motivation, and performance oversight

Communication & Executive Presence: Strong verbal/written skills and professional demeanor

Collaboration: Effective teamwork across departments and functions

Emotional Intelligence: Relationship building, conflict management, and empathetic leadership

Change Adaptability & Management: Navigating and leading through organizational change

Project Management: Planning and executing projects on time and within budget

Conflict Resolution: Constructive dispute mediation and positive environment maintenance

Cultural Competence: Inclusivity and respect for diverse backgrounds

Troubleshooting Knowledge:

Windows 10/11, Mac, Android/iOS

Microsoft Office Suite, Office365, Exchange, Outlook

Printers (local/LAN), Wi-Fi, VPN, internet connectivity

Communication tools (Teams, Webex)

Technical Tools Experience:

Microsoft Active Directory (Users & Groups)

Basic network management (TCP/IP, DNS, DHCP, wireless)

Remote support tools (Remote Desktop, LogMeIn, Team Viewer, Bomgar)

ServiceNow

Frameworks & Certifications:

Strong knowledge of ITIL and service desk tools

Preferred certifications in IT service management, project management, or quality management

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.