AV Operations Manager – L2 Global Support

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Visa Corporate Technology Support continues to drive transformation by evolving our service delivery model to provide world-class support experiences. The AV Operations Manager – L2 Global Support will lead and scale Visa’s global AV operations, with a focus on L2 support and operational readiness across hybrid meetings, executive collaboration, and critical audio-visual 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, customer-centric mindset, and the ability to lead a distributed team in a fast-paced, 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 end-user experience.
Global Coordination: Enable 24/7 AV support through a follow-the-sun model, coordinating across regions and building standardized processes for consistency.
Executive & Event Support: Partner with Executive IT and Events to provide seamless support for high-profile 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 high-quality 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 follow-the-sun 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 vendor-supported 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 non-technical audiences.
Problem-Solving & Adaptability:
• Ability to remain calm under pressure while addressing executive-level AV issues in real time.
• Strong troubleshooting skills with a bias toward proactive resolution and prevention.
Organizational & Service Orientation:
• Detail-oriented, organized, and focused on delivering high-quality 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
•Bachelor’s 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 high-impact
environments.
•Proven ability to manage vendor relationships and deliver against service-level
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.