Vice President of Corporate Technology Support

Visa · Austin, TX · $222,500.00 to $389,400.00 USD per year · hybrid 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),