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

**Responsibilities**:

- Manage daily support operations of various End User platforms (PCs, Macs, Mobile, Voice and Video).
- Manage the daily moves, adds, changes, deletions, incident management, root cause analysis, and serve as escalation point.
- Drive transformational initiatives to assist with modernization of the workstation infrastructure to meet the expectations and demands of a modern workforce.
- Collaboration with peer stakeholders across other End User Systems operation/engineering functions.
- Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience.
- Create and maintain SOPs-Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledgebase.
- Manage vendor relationships, services, and contracts.
- Participate with various stakeholders in maximizing the operational effectiveness of the End User experience, while ensuring service improvements are done to minimize repeat issues.
- Participate in budget planning process relative to the specific needs of the workstation support team.

Qualifications

Basic Qualifications:

- Minimum of Bachelor’s degree or equivalent
- 4+ years previous experience managing globally diverse support teams.

Minimum Qualifications:

- 4+ years previous experience managing globally diverse support teams.
- 6+ years of experience and very strong understanding of the end user workstation environment.
- 6+ years of experience with multi-OS platforms (Windows, OSX, Mobile).
- 6+ years of experience with workstation hardware and peripherals.
- 6+ years of experience with infrastructure components (LAN/WAN/Wi-Fi)
- Track record of on-time, on scope, high quality implementations.
- Self-motivated with the ability to exercise independent judgment with mínimal direction from 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 communicate technical and business issues and solutions to multiple organizational levels internally and externally.
- Good understanding of process orientation, understanding of project management techniques, methodologies and best practices.
- Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion.

Strong experience in providing exceptional customer service.

Additional Information

Visa has adopted a COVID-19 vaccination policy. As a condition of employment, all employees based in Singapore are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.