Vice President of Corporate Technology Support

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.

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.

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.

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