Vice President, Corporate Technology Support

Visa•Austin, TX

1d•$222,500 - $389,400•Onsite

About The Position

Visa’s Corporate Technology group is a technology-forward engineering organization focused on employee experience, highly leveraged platforms, operational excellence, AI and automation, and integrated digital workplace ecosystems. The Vice President of Corporate Technology Support leads the strategy, operations, and continuous evolution of Visa’s end-to-end employee technology support experience. The role oversees global service desk and executive concierge support, walk-up tech bars, workstation platform management, enterprise application reliability engineering (CRE), IT service management (ITSM), and AI-driven automation across support channels. The position leads a globally diverse, follow-the-sun organization providing 24x7 support. It calls for an AI-native, data-driven leader with technical fluency in endpoint management, AI/ML-assisted workflows, enterprise application reliability, identity and security integration, and modern collaboration platforms. The leader connects support performance to business impact, develops investment cases for executive audiences, builds trusted senior-leadership partnerships, and treats support interactions as opportunities to improve the employee digital experience. Visa requires at least three days in the office; the Hiring Manager will confirm expectations for those days. The position requires 5–10% travel and is performed in an office setting.

Requirements

At least 12 years of work experience with a Bachelor’s Degree, at least 10 years with an Advanced Degree, or at least 8 years with a PhD.
Deep technical fluency across endpoint management, AI/ML-assisted workflows, enterprise application reliability, identity and security integration, and modern collaboration platforms.
High sense of ownership, low ego, can-do attitude, and curiosity demonstrated by continuously growing personal skills and team capabilities.
Ability to connect support performance to business impact and present investment cases to senior executive audiences.
Experience leading global, follow-the-sun support operations.

Nice To Haves

15 or more years of experience with an Advanced Degree (e.g., Master’s, MBA, JD, MD, or PhD).
10+ years of experience with modern endpoint management platforms such as Intune, Jamf, and SCCM, and multi-OS environments including Windows, macOS, and 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.

Responsibilities

Own and manage the global Service Desk, tech bars, and executive support operations as an integrated employee experience platform.
Embed AI and automation in support workflows, including intelligent triage, automated remediation, and predictive issue detection; measure deflection quality and resolution accuracy.
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 integration with security and identity platforms.
Connect support metrics to business impact and frame investment cases for senior executive leaders.
Drive continuous service improvement using employee experience scores, self-service adoption, and time-to-productivity, treating support as a product with measurable outcomes.
Manage daily support of Windows, macOS, mobile, voice, video, and collaboration platforms 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.
Drive shift-left and L0 automation strategies to reduce operational toil, recurring demand, and manual effort across high-volume workflows.
Perform root cause analysis and partner with engineering teams to eliminate repeat issues through systemic, permanent fixes.
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.
Position tech bars as enablement hubs and IT support as a talent-retention advantage.
Participate in budget planning and make data-driven investment cases based on the needs of the global employee base.