Sr. Manager - Workstation Support

Basic Qualifications:

• 8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience

Preferred Qualifications:

• 9 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 End User Support or similar leadership role.

• 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 end user support management or IT service delivery.

• Strong verbal and written communication skills, ability to quickly master new systems and processes.

• Natural collaborator with excellent verbal, written, and presentation skills.

• Relevant and consistent leadership behaviors in team management, customer communications, and interactions with peers, senior leadership, and potential clients.

• 4+ years Previous experience managing globally diverse support teams.

• Previous End User support experience, for a globally diverse Fortune 500 organization

• 6+ years of experience and very strong understanding of the user workstation environment.

• 6+ years of experience with multi-OS platforms (Windows, OSX, Mobile).

• 6+ years of experience with workstation hardware and peripherals.

• Self-motivated with the ability to exercise independent judgment with minimal direction from supervisor.

• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments.

• 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.

• 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.

• 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 with the ability to communicate technical and business issues effectively.

• Strong experience in providing exceptional customer service and supporting business continuity planning.

• Maintain and support the planning for Business Continuity.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 120,000.00 to 174,000.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.