FIS is deploying a Help Desk Manager to anchor its Jacksonville campus IT operations. In the financial technology sector, network downtime is measured in millions of dollars. You are not just managing technicians; you are running a high-pressure metric grinder. Your objective is to act as the operational shield between demanding, high-ranking end-users and Tier 3 engineering teams, ensuring the ticket queue does not collapse under its own weight.
The Reality of FinTech Support Operations
FIS is a large-scale enterprise heavily siloed and strictly governed by ITIL frameworks. As the Help Desk Manager, your ServiceNow dashboard is your lifeline. You will be ruthlessly judged on Mean Time to Resolution (MTTR) and First Call Resolution (FCR). You must take a historically reactive, high-turnover environment and re-engineer it into a proactive service delivery model, all while managing campus executives who demand immediate, white-glove desk-side service.
Daily Support Operations & SLA Management
- Team Leadership & Mentorship: Direct a team of 15+ IT Support Technicians. You will constantly battle burnout and high turnover, dedicating significant time to hiring, training, and QAing ticket notes.
- SLA & Performance Metrics: Monitor ITSM dashboards to enforce strict SLA adherence. If ServiceNow timers start breaching, you will answer directly to the Director of IT Operations.
- Incident Management: Act as the primary escalation point for VIP technical issues and Major Incidents (P1/P2). You must manage executive entitlement, rapidly dispatching desk-side support when a VP experiences endpoint failures.
- Hardware Lifecycle: Oversee physical IT inventory, provisioning, and decommissioning. Managing hardware logistics at scale requires tracking down unreturned laptops from terminated employees and battling the supply chain for peripherals.
- Process Optimization: Develop SOPs and expand the internal knowledge base to empower user self-service.
Technical Qualifications & Certifications
- IT Leadership Experience: 5+ years of enterprise IT Support experience, with a minimum of 2 years managing a high-volume help desk.
- ITSM Platform Mastery: Advanced administrative proficiency with ServiceNow. You must know how to build custom reports, automate routing, and manage SLA definitions, not just close tickets.
- Technical Foundation: Deep operational knowledge of Microsoft 365 administration, Active Directory, Intune/MDM, and endpoint troubleshooting.
- Industry Certifications: Active ITIL v4 Foundation certification is strictly required. Enterprise FinTech runs entirely on ITIL terminology; without this active credential, your application will not pass the ATS filters.
Total Rewards & FinTech Perks
The salary is highly competitive for the Jacksonville market, but the true value lies in the enterprise-scale experience and corporate training budgets.
- Base Salary Range: $80,000 – $100,000 USD / Year.
- Enterprise IT Scale: Lead operations within a vast FinTech infrastructure, securing elite resume equity.
- Career Growth: Access employer-funded certification pathways to strategically accelerate your technical pedigree.
- Corporate Benefits: Top-tier medical, dental, and vision insurance, 401(k) matching, Employee Stock Purchase Plan (ESPP), and reliable PTO.
Role Logistics & Hiring Details
- The Physical Presence Directive
- Location: Jacksonville, FL. Status: 100% On-Site. You cannot image a laptop or physically troubleshoot a docking station over a screen. Help Desk management is inherently a physical logistics role that demands daily presence at the campus.
- Relocation Posture
- Zero relocation assistance. The firm requires a technical manager who is already established within Northeast Florida and can deploy to the Jacksonville campus immediately.
Green Flags
- Advantage: The Certification Bankroll: Managing IT operations for a Fortune 500 company means access to deep corporate training budgets. You can utilize this to secure expensive credentials like ITIL Managing Professional or CISSP entirely on the firm’s dime.
- Advantage: FinTech Base Compensation: Securing an $80,000–$100,000 base salary sets a highly lucrative financial floor for the Jacksonville region, amplified by the Employee Stock Purchase Plan (ESPP).
Red Flags
- Warning Sign: The Metric Grinder: FIS operates on strict ITIL frameworks. Your performance is evaluated ruthlessly against ServiceNow dashboards measuring MTTR and FCR. The pressure to close tickets rapidly while maintaining high CSAT scores is exhausting.
- Warning Sign: High Turnover & Entitlement: Managing 15+ Tier 1/2 technicians means you will be perpetually trapped in a cycle of hiring and training to combat burnout. Simultaneously, you must absorb and de-escalate the demanding technical entitlement of campus executives.
