About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale - tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters - to you, to your community, and to the world. Progress starts with you.
Job Description Visa'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 SCOPE The 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.
Qualifications BASIC 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 Applicants For roles located in the US, the estimated salary range for this position is $222,500 to $458,100 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 Hours Varies upon the needs of the department.
Travel Requirements This position requires travel 5-10% of the time.
Mental/Physical Requirements This 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.
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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.
