End User Workstation Support Manager

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Visa Corporate IT (CIT) group has embarked on a major transformation journey. We are transforming ourselves into a true engineering organization where we put customer experience and end user support first. As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world class operational support to our End users. This change is geared towards rethinking how we provide Operational support for the services we're responsible for. 

As a member or the End User Systems Support team, the Workstation Manager will be responsible for:

• Providing support for the systems, services and tools utilized by Visa Inc's staff.
• The successful candidate will be a technically versed resource with excellent customer service skills.
• The candidate will be required to lead a diverse set of resources and act as the main point of contact for technical issues impacting our workstation environment. 
• The Workstation Manager is responsible for maintaining the day-to-day operations of Visa Inc's workstation environment at our Foster City offices.
• This includes managing all end user workstation through its lifecycle from provisioning to decommissioning.
• Adds, moves and changes, incident resolution and operational process improvements, while maintaining exceptional End User customer experience. 
• In addition, the candidate will manage all second level voice/video and mobile solution needs for this location.
• The successful candidate will need to be able to provide hands on support for our technologies, as well as being able to effectively manage a 10-person team.
• Leverage their years of hands-on technical and leadership experience with various workstation, video, voice and mobile platforms to ensure fast resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements.
• Candidate must have a high sense of ownership, a low ego, a can-do attitude and a sense of curiosity that is reflected in growing his or her skills on a continual basis.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 4-5 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications:

• 5+ years of relevant work experience and a Bachelors degree, OR 8+ years of relevant work experience
• 5+ years of direct people leadership, managing globally diverse support teams.
• 6+ years of experience and a very strong understanding of the end-user workstation environment. 6+ years of experience with multi-OS platforms (Windows, OSX, Mobile), with background in supporting and managing effective voice and video solutions. 6+ years of experience with workstation hardware and peripherals. Working experience with infrastructure components (LAN,WAN,Wi-Fi).
• Track record of on-time, on-scope, high-quality implementations.
• Candidate must have demonstrated and be prepared to exhibit initiative and ownership of project success.

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Self-motivated with the ability to exercise independent judgment with minimal direction from the supervisor.
• Ability to coordinate activities within cross-divisional and cross-functional teams.
• Strong supervisor qualities 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