Manager, Onsite Technology Support

Visa - Ashburn, VA

Full-time - Manager

Hybrid - Ashburn, VA

Credit Intermediation and Related Activities

About the position

The Manager of Onsite Technology Support at Visa is a dynamic leadership role focused on delivering exceptional customer service and operational excellence. This position involves managing a high-performing support team, enhancing user independence through self-service solutions, and integrating innovative technologies to streamline processes. The ideal candidate will drive proactive support, foster a culture of continuous improvement, and ensure a seamless end-user experience across multiple communication channels.

Responsibilities

• Inspire, motivate, and guide the Onsite Technology Support team to achieve their full potential.
• 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.
• Support service improvement efforts to reduce incidents and enhance existing support.
• Create and maintain SOPs, policies, SLAs, and end-user training materials.
• Participate in budget planning processes relative to the specific needs of the user base.
• Apply creative thinking to drive automation goals and align with technology strategy.
• Build strong relationships with leaders and stakeholders to command their attention.
• Anticipate potential issues and implement preventive measures.
• Continuously seek new ways to improve operations and enhance customer experience.

Requirements

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree.
• Proven experience as a Manager of End User Support or similar leadership role.
• 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 4 years of experience in end user support management or IT service delivery.
• Strong verbal and written communication skills, ability to quickly master new systems and processes.
• 2+ years previous experience managing globally diverse support teams.
• Strong knowledge of ITIL framework and service desk tools.

Nice-to-haves

• Certification in IT service management, project management, or quality management is preferred.
• Experience with ServiceNow ITSM Tool.
• Experience in leading enterprise technology and cultural transformation programs.

Benefits

• Medical
• Dental
• Vision
• 401(k)
• FSA/HSA
• Life Insurance
• Paid Time Off
• Wellness Program