Visa · 1 day ago
Senior Manager, Work Station Support
Foster City, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$162K/yr - $258K/yr
8+ years expVisa is a world leader in payments and technology, and they are seeking a dynamic, transformational leader to join their team as the Senior Manager of Work Station Support. The role focuses on delivering exceptional customer service, cultivating a high-performing support team, and implementing innovative technology solutions to enhance user experience.
BankingFinanceFinancial ServicesInformation TechnologyMobile PaymentsPayments
Responsibilities
Delivering unparalleled support to all Visa staff
Anticipating user needs and preventing issues before they arise
Building and developing a high-performing team of top-notch support professionals
Enhancing user independence through intuitive self-service options
Providing seamless support across multiple communication channels
Leveraging technology to streamline processes and improve efficiency
Identifying patterns and addressing root causes to reduce recurring issues
Implementing solutions that automatically resolve issues and optimize service management
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
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
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
Qualification
Required
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
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 least 6 years of experience in Corporate Technology Support management or IT service delivery
4+ years Previous experience managing globally diverse support teams
Preferred
Strong knowledge of ITIL framework and service desk tools Certification in IT service management, project management, or quality management is preferred
Experience with ServiceNow ITSM Tool
Proven track record of driving change and transformation in network operations
Experience in leading enterprise technology and cultural transformation programs
Experience working with highly effective teams through major technology transitions
Demonstrated understanding of tools and technologies and metrics-driven management
Strong conviction to drive things to closure with a high sense of ownership, low ego, and a proactive, solution-oriented attitude
Excellent attention to detail, analytical thinking, and independent judgment
Excellent verbal, written, and presentation skills in particular, demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally
Strong experience in providing exceptional customer service and supporting business continuity planning
Relevant and consistent leadership behaviors in team management, customer communications, and interactions with peers, senior leadership, and potential clients
Previous Corporate Technology Support experience, for a globally diverse Fortune 500 organization
6+ years of experience and very strong understanding of the user workstation environment, 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
Candidate must have demonstrated and be prepared to exhibit initiative and ownership of project success
Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion
Benefits
Medical
Dental
Vision
401 (k)
FSA/HSA
Life Insurance
Paid Time Off
Wellness Program
Company
Visa
Visa is a multinational financial services company that facilitates electronic payment systems throughout the world.
10001+ employees
H1B Sponsorship
Visa has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (459)
2024 (424)
2023 (416)
2022 (515)
2021 (351)
2020 (407)
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
TNB Financial Services
2016-09-10Post Ipo Equity
2008-03-19IPO
Leadership Team
Ryan McInerney
Chief Executive Officer
Chris Suh
EVP & Chief Financial Officer
Recent News
Payments Dive
2026-01-08
2026-01-08
2026-01-07
Company data provided by crunchbase