Job DescriptionVisa's Corporate Technology group is a technology-forward engineering organization that puts employee experience first, builds highly leveraged platforms, and operates with a relentless focus on operational excellence. We embed AI and automation across our services, architect integrated digital workplace ecosystems, and treat internal technology support as a strategic advantage.
JOB SCOPEThe Vice President of Corporate Technology Support will lead the strategy, operations, and continuous evolution of Visa's end-to-end employee technology support experience. This leader will own the global service desk, executive-level concierge support, walk-up tech bars, workstation platform management, enterprise application reliability engineering (CRE), IT service management (ITSM), and AI-driven automation across all support channels.
The successful candidate is an AI-native operator and data-driven strategist who connects support performance to business impact and frames investment cases for executive audiences. They architect integrated digital workplace platforms - not a patchwork of tools - and proactively shape how employees engage with technology. They build trusted partnerships with senior leadership, anticipating their technology needs and delivering concierge-level support rather than reactive escalation.
This leader manages a globally diverse, follow-the-sun organization providing 24x7 support. They bring deep technical fluency across endpoint management, AI/ML-assisted workflows, enterprise application reliability, identity and security integration, and modern collaboration platforms. They balance operational rigor with a product mindset by treating every support interaction as an opportunity to improve the employee digital experience.
The candidate must have a high sense of ownership, a low ego, a can-do attitude, and a curiosity reflected in continuously growing their skills and the capabilities of their team.
RESPONSIBILITIES - Own and manage the global Service Desk, tech bar, and executive support operations as an integrated employee experience platform
- Embed AI and automation across support workflows with intelligent triage, automated remediation, predictive issue detection as well as measure deflection quality and resolution accuracy, not just volume
- Deliver concierge-level support to executives and senior leadership, anticipating needs rather than reacting to escalations
- Architect and maintain an integrated digital workplace ecosystem with zero-touch provisioning, self-healing endpoints, and tight integration with security and identity platforms
- Connect support metrics to business impact and frame investment cases in the language of most senior executive leaders of the organization
- Drive continuous service improvement through data such as employee experience scores, self-service adoption, time-to-productivity as well as treating support as a product with measurable outcomes
- Manage daily support of end user platforms (Windows, macOS, mobile, voice, video, collaboration tools) across a global follow-the-sun model
- Establish and mature enterprise application reliability engineering (CRE) and IT service management practices including service definition models, availability tracking, incident/problem/change management, and operational governance across critical business and employee-facing services
- Drive shift-left and L0 automation strategies to eliminate operational toil and recurring demand, reducing manual effort across high-volume workflows and enabling faster employee support outcomes
- Perform root cause analysis to eliminate repeat issues and partner with engineering teams to drive systemic, permanent-fix resolution
- Create and maintain standard operating procedures, policies, SLAs, knowledge bases, and self-service enablement content
- Ensure technology support coverage for employee travel, corporate events, and client-facing engagements globally
- Proactively shape how employees engage with technology by positioning tech bars as enablement hubs and IT support as a talent retention advantage
- Participate in budget planning and make data-driven cases for investment relative to the needs of the global employee base.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBASIC QUALIFICATIONS
- 12 or more years of work experience with a Bachelor's Degree or at least 10 years of experience with an Advanced Degree (e.g., Master's, MBA, JD, MD) or at least 8 years of work experience with a PhD.
PREFERRED QUALIFICATIONS
- 15 or more years of experience with an Advanced Degree (e.g., Master's, MBA, JD, MD, PhD).
- 10+ years of experience with modern endpoint management platforms (Intune, Jamf, SCCM) and multi-OS environments (Windows, macOS, mobile)
- Demonstrated experience deploying AI and automation in IT support workflows including LLM-based triage, chatbot deflection, and automated remediation
- Strong understanding of zero-trust security principles, identity platforms, and conditional access as they relate to endpoint and workplace management
- Proven ability to build and maintain executive stakeholder relationships and deliver concierge-level technology support to senior leadership
- Experience treating IT support as a product and using employee experience metrics (ESAT/XSAT), self-service adoption rates, and time-to-productivity as primary success measures
Information for US ApplicantsFor roles located in the US, the estimated salary range for this position is $222,500.00 to $ 389,400.00 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.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis 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.
