Sr Manager - Service Desk

Visa is seeking a Sr Manager - Service Desk to manage a team of Service Desk Analysts, drive high-quality customer service, and elevate Service Desk operations. The ideal candidate will possess a blend of operational and automation skills, with a transformational mindset to identify areas of opportunities to automate and simplify processes.

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
• Troubleshooting knowledge for Microsoft Windows 10 and 11, Mac, mobile devices (Android and iOS), Microsoft Office applications suite, Office365, MS Exchange, Outlook, local and LAN printers, Wi-Fi, VPN, internet connectivity, and communication tools (Teams, Webex, etc.)
• Experience using remote support tools such as Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc. Experience using ServiceNow is required.
• Strong knowledge of the ITIL framework and service desk tools is necessary, and certification in IT service management, project management, or quality management is preferred.

Benefits

• 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.