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. As a member of the End Users Systems 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. 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.

Requirements

• 8+ years of relevant work experience and a Bachelors degree, OR 11+ years of relevant work experience
• 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
• Experience with Microsoft Active Directory Users and Groups Management
• Understanding of basic network management (TCP/IP, wireless, DNS, DHCP) including administration of various kinds of network devices
• Experience using remote support tools such as Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.
• Experience using ServiceNow
• Strong knowledge of the ITIL framework and service desk tools
• Certification in IT service management, project management, or quality management (preferred)

Benefits

• Opportunity to work with a world leader in payments and technology
• Ability to drive high-quality customer service and elevate Service Desk operations
• Opportunity to work with a diverse team and promote inclusivity