I’ve managed enough IT infrastructure to know that running a Tier 1/2 help desk is often the most thankless job in the building. Let’s look at this Help Desk Manager requisition for FIS. In the financial technology sector, network downtime is measured in millions of dollars. You aren’t just “managing technicians”; you are running a high-pressure metric grinder. Your actual job is to act as the operational shield between frustrated, high-ranking end-users and your Tier 3 engineering teams, ensuring the ticket queue doesn’t collapse under its own weight.
The Reality of FinTech Support Operations
FIS is a massive enterprise, which means their IT operations are heavily siloed and strictly governed by ITIL frameworks. As the Help Desk Manager, your dashboard is your lifeline. You will be ruthlessly judged on Mean Time to Resolution (MTTR) and First Call Resolution (FCR). You are taking a reactive, high-turnover environment and trying to force it into a proactive service delivery model, all while dealing with 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. (David’s Note: A team of 15 Tier 1/2 techs means you will constantly be battling burnout and high turnover. A huge part of your week will be hiring, training, and QAing ticket notes.)
- SLA & Performance Metrics: Monitor ITSM dashboards to enforce strict SLA adherence. (David’s Note: ServiceNow is going to rule your life. If your SLA timers start breaching, you will be answering directly to the Director of IT Operations.)
- Incident Management: Act as the primary escalation point for VIP technical issues and Major Incidents (P1/P2). (David’s Note: “VIP technical issues” means when a VP’s Outlook freezes, you drop everything and send someone desk-side immediately. Entitlement management is a core skill here.)
- Hardware Lifecycle: Oversee physical IT inventory, provisioning, and decommissioning. (David’s Note: Managing hardware logistics at scale is a nightmare. You will be tracking down unreturned laptops from termed employees and fighting the supply chain for replacement 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. (David’s Note: You need to know how to build custom reports, automate routing, and manage SLA definitions in ServiceNow, not just know how to close a ticket.)
- 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. (David’s Note: Enterprise FinTech runs entirely on ITIL terminology. If you do not have this cert actively in hand, your resume goes straight into the ATS trash.)
Total Rewards & FinTech Perks
The salary is solid 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 massive FinTech infrastructure.
- Career Growth: Employer-funded certification pathways. (David’s Note: Squeeze every drop out of this perk. Having a Fortune 500 company pay for your CISSP or ITIL Managing Professional credentials is a massive career accelerator.)
- Corporate Benefits: Top-tier medical, dental, and vision insurance, 401(k) matching, Employee Stock Purchase Plan (ESPP), and robust PTO.
Role Logistics & Hiring Details
- Work Location Policy
- This is a Full-Time position. Location: Jacksonville, FL. Remote status: No. (David’s Note: You cannot image a laptop or physically troubleshoot a docking station over a Zoom call. Help Desk management is inherently an on-site, physical logistics job. Expect to be at the campus five days a week.)
- Relocation Assistance
- Relocation assistance is not currently offered for this management tier. Prioritizing candidates already established within Northeast Florida.
