Manager, Service Desk

Manager, Service Desk (Job Number:131776)

Location- United States-CO-Highlands Ranch
Organization- Technology

Job- Network and Systems

Description

Visa Inc. is a global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories, enabling them to use digital currency instead of cash and checks.

Visa does not issue cards, extend credit or set rates and fees for consumers. Visa's innovations enable its bank customers to offer consumers choices: Pay now with debit, ahead of time with prepaid or later with credit products. From the world's major cities to remote areas without banks, people are increasingly relying on digital currency along with mobile technology to use their money anytime, make purchases online, transfer funds and access basic financial services. All of which makes their lives easier and helps grow economies.

Behind the Visa brand are our talented employees who continuously raise the bar with innovative solutions and products that deliver the convenience and security of digital currency to more people all over the world.

JOB SUMMARY:

The Service Desk Manager will manage the day-to-day responsibilities of a team of professionals who provide first level support for Visa's Global Network and Authorization systems, networks and platforms

RESPONSBILITIES:
-Provide management and leadership to members of the Service Desk team including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support
-Assist the Business Leader in developing and managing short to longer term tactical and strategic support initiatives to meet the operational and continuity needs of Visa and its customers
-Improve work processes, procedures and systems while reducing Visa's exposure to financial loss
-Build relationships with all supported customers and service providers (internal and external) and act as a liaison to identify opportunities and challenges and implement solutions
-Represent the support team on cross-functional projects and ensure the timely completion of agreed deliverables
-Measure the overall support effectiveness and quality of work through metrics in order to maintain the standard of the Visa brand
-Manage the change activity across all production and development network and authorization systems ensuring risk is managed, system and service disruptions are kept to a minimum and service levels maintained
-Act as delegate to the Business Leader in his absence
-Demonstrate technical leadership skills in day-to-day work; take ownership of critical issues where appropriate, drive incidents to resolution in a timely manner as dictated by the impact and severity of the problem.
-Manage team workload; ensure all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensure all incidents and problems have root cause identified where possible
-Review and identify common problem areas that require focus and assign tasks accordingly:
-Working with the appropriate groups to, administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures
-Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software;
-Represent the Service Desk team in relevant meetings such as process improvement and initiatives meetings
-Will understand and adhere to the current escalation and critical situation management process within the Global Operations Service Desk

Qualifications
-Experience managing a large team in a very diverse and de-centralized environment
-Proven record of establishing and implementing objectives and tactical plans from overall direction and strategy to execution
-Ability to interpret and represent technical issues into business concepts and solutions to multiple levels internally and externally
-Effective professional verbal and written communication skills and solid presentation skills
-Demonstrated strong leadership capabilities and interpersonal skills
-Excellent team player
-Strong reporting and documentation skills
-Leads by example
-Clear understanding of Visa's authorization and network
-A minimum of 5-7 years' experience in a network and authorization technical support role
-ITIL V3 certification