AV Operations Manager L2 Global Support

Visa Corporate Technology Support continues to drive transformation by evolving our service delivery model to provide worldclass support experiences. The AV Operations Manager L2 Global Support will lead and scale Visas global AV operations with a focus on L2 support and operational readiness across hybrid meetings executive collaboration and critical audiovisual infrastructure.
This role is essential in delivering consistent and reliable AV experiences across time zones supporting executive stakeholders and driving operational excellence. The successful candidate will be responsible for refining workflows leading a global support team coordinating with key partners and ensuring the quality speed and resilience of AV support worldwide.
This is a highly visible and operational role requiring technical depth customercentric mindset and the ability to lead a distributed team in a fastpaced global enterprise environment.
Key Focus Areas:
Operational Excellence: Own and evolve L2 AV support operations with a focus on minimizing disruption increasing reliability and enhancing the enduser experience.
Global Coordination: Enable 24/7 AV support through a followthesun model coordinating across regions and building standardized processes for consistency.
Executive & Event Support: Partner with Executive IT and Events to provide seamless support for highprofile meetings and hybrid events.
Performance Measurement: Analyze support metrics establish SLAs and use insights to drive improvements in service delivery.
Key Responsibilities
Team Management:
Lead the global L2 AV operations team ensuring consistent and highquality service delivery.
Develop playbooks SOPs and training to scale support and build operational resilience.
Act as a point of escalation for complex AV incidents and system outages.
Collaboration:
Partner with Executive IT Events and AV Engineering to align support coverage readiness and technology implementation.
Coordinate with vendors and regional partners to extend support capacity and service coverage.
Work closely with IT Operations Facilities and Security to align support workflows and site readiness.
Operational Oversight:
Drive AV incident management root cause analysis and continuous improvement of hybrid collaboration environments.
Maintain and improve the global support model ensuring followthesun coverage and effective handoffs across time zones.
Track service metrics including MTTR customer satisfaction ticket volumes and escalations to improve KPIs.
Technology & Tools:
Oversee adoption and use of monitoring and ticketing platforms such as ServiceNow Jira Zoom dashboards and Slack integrations.
Stay current on AV technologies (Zoom Rooms Crestron Cisco/Webex Dante)
Skills
Technical Expertise:
Strong knowledge of enterprise AV systems and hybrid meeting platforms.
Familiarity with support tools and AV monitoring dashboards.
Experience managing vendorsupported environments and integrations.
Leadership & Communication:
Experience managing a geographically dispersed team and collaborating across functions.
Strong written and verbal communication skills with ability to influence technical and nontechnical audiences.
ProblemSolving & Adaptability:
Ability to remain calm under pressure while addressing executivelevel AV issues in real time.
Strong troubleshooting skills with a bias toward proactive resolution and prevention.
Organizational & Service Orientation:
Detailoriented organized and focused on delivering highquality service to executive users and global teams.
Track record of improving support operations and enhancing the user experience.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications :

Basic Qualifications
Bachelors degree in Information Technology AV Systems Engineering or a
related field or
Minimum of 5 years of AV/IT support experience with 2 years in a global or L2
support management role.

Preferred Qualifications
Experience supporting AV for executive meetings hybrid events and highimpact
environments.
Proven ability to manage vendor relationships and deliver against servicelevel
agreements (SLAs).
Familiarity with global collaboration platforms (Zoom Teams Webex) and
support tools (ServiceNow Jira Slack).

Additional Information :

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 protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work :

No

Employment Type :

Fulltime