Role Description The Service Desk Manager oversees and manages the day-to-day operations of the Tier I Client Services team, ensuring effective resolution of all incidents and service requests while maintaining customer satisfaction and meeting service level agreements (SLAs). This role is responsible for leading, training, and developing the Tier I team, administering and continuously improving the ServiceDesk Plus helpdesk platform, and implementing ITSM best practices across the organization. The Service Desk Manager serves as the primary "face" of Client Services to the user population, engaging with both IT teams and end-users to address issues and escalations. They coordinate closely with the IT Director to identify, recommend, develop, implement, and support cost-effective technology solutions aligned with the organization's strategic vision. Some travel may be required for meetings with other Client Services Management to develop and implement standard operating procedures, policies, and ITSM best practices. Qualifications - Bachelor’s degree in information technology, Computer Science, or related field required - Equivalent relevant work experience considered in lieu of degree - Professional certification in systems management and/or systems administration preferred (e.g., ITIL Foundation, CompTIA A+/Network+, Microsoft certifications) - Minimum 5–7 years of IT Help Desk or desktop support experience, with at least 3 years in a supervisory or team lead capacity - Demonstrated experience managing IT systems and staff, including remote team management - Experience with ITSM platforms required; ManageEngine ServiceDesk Plus experience strongly preferred - Proven experience planning and executing technology projects and system implementations - Experience managing multiple projects simultaneously in a fast-paced environment Requirements - Serve as the primary administrator of the ManageEngine ServiceDesk Plus helpdesk platform, managing configuration, maintenance, and ongoing improvements - Design and create new request forms, templates, and workflows that address common user issues and streamline ticket routing - Configure and maintain SLA policies, escalation rules, business rules, and automation within ServiceDesk Plus - Develop and maintain a structured, standardized knowledge base for both service desk staff and end users within the platform - Generate and distribute weekly, monthly, and yearly metrics and reports on staff performance, ticket volume, SLA compliance, and KPIs - Monitor the helpdesk queue to ensure timely and effective resolution of all incidents, service requests, and customer inquiries - Oversee proper ticket classification, prioritization, escalation, and closure across all Service Desk activities - Identify gaps and failings in team performance through data analysis and implement corrective actions - Hire, train, mentor, and evaluate Client Services Tier I team members, managing performance, development, and work schedules - Set clear expectations, goals, and performance standards aligned with departmental KPIs and SLA requirements - Conduct regular one-on-one check-ins, performance reviews, and coaching sessions to support team growth and accountability - Manage staffing schedules, on-call rotations, and workload distribution to ensure adequate coverage across all support hours - Develop and deliver training programs and onboarding materials for new Tier I technicians - Foster a collaborative, customer-focused team culture built on continuous improvement and knowledge sharing - Serve as the escalation point for all complex, sensitive, or unresolved incidents and service requests within the Service Desk - Ensure high levels of customer satisfaction by monitoring ticket quality, follow-up practices, and resolution outcomes - Address and resolve customer complaints and escalations in a timely and professional manner - Act as the "face" of Client Services to the user population, building trust and strong relationships with both IT teams and end-users - Develop, implement, and enforce standard operating procedures, policies, and ITSM best practices (e.g., ITIL framework) - Manage crisis situations involving complex technical hardware or software problems, coordinating appropriate resources for resolution - Collaborate with other IT teams, stakeholders, and vendors to improve overall service delivery and end-user experience - Participate in the planning, development, and implementation of new IT projects and system implementations - Plan and allocate Tier I resources to meet evolving operational needs and project demands - Work with the IT Director to identify and recommend cost-effective technology solutions aligned with the organization's strategic goals - Coordinate with other Client Services Management to develop and standardize processes and ITSM best practices across sites - Oversee and manage the Tier I on-call rotation, ensuring adequate after-hours coverage for critical incidents - Respond to and manage escalated critical incidents outside of normal business hours as needed - Maintain availability for high-severity outages or situations that require managerial involvement - Maintain and continuously improve a standardized knowledge base within ServiceDesk Plus for staff and end users - Ensure all SOPs, policies, escalation procedures, and team guidelines are documented and kept current - Review and approve knowledge base articles created by Tier I technicians for accuracy and usefulness - Produce and distribute regular performance reports and dashboards to IT leadership Benefits - Medical, dental, vision insurance - 401K - Flexible Spending Account - Health Savings Account - Accident benefits - Life insurance - Disability benefits - Paid vacation & holidays

Role Description Are you curious, motivated, and forward-thinking? At FIS, you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. It’s an amazing opportunity to join a talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions! What you will be doing: - Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution. - Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise. - Responsible for client satisfaction, maintaining client communication, overall management of the client relationship and delivery of outsourced solution. - Oversees and leads teams in delivery of continuous and effective outsourced solutions and ensures project completion within budget and in accordance with contract requirements. - Works to maintain and grow client relationships while ensuring ongoing customer service. - Develops deep knowledge on FIS solutions and services provides thought leadership. - Manages technical engagement on projects and is responsible for oversight of vendors and subcontractors. - Leads teams in the delivery of outsourced solutions to the strategic client. Selects, develops and evaluates personnel to ensure efficient operation of the function. - Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement. - Other related duties assigned as needed. Qualifications - Graduate (science/analytics preferable)/MBA. - Minimum of 10 years of experience in technology/Financial services organizations. Requirements - Proven knowledge to represent the enterprise‘s entire range of products to the client and of the industry. - Proven track record in client relationship management, service delivery and/or the sales of technology products and services. - Demonstrated experience in Program/Project Management in delivering enterprise scale initiative. - Proven ability to build consensus across senior leadership and influence decision making. - Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge. - Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business. - Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction. - Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients. - Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the clients. - Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise. - Demonstrates the ability to lead by example and motivate professional level staff. - Displays strong leadership qualities, decision making abilities, and strong business judgment. - Possesses strong personnel management skills. Benefits - Working in an international company, alongside international colleagues. - Being a part of an innovative and entrepreneurial environment of a growing department and team. - Option to work fully remotely, with the necessary equipment provided by the company (computer, monitors, accessories). - Development opportunities by using the company's on-line training database and LinkedIn Learning. - Unique working atmosphere (team integration meetings, friendly working environment, support of experienced employees). - Opportunity to get involved in social projects and local initiatives. - A broad range of professional education and personal development opportunities. - A work environment built on collaboration and respect.

Role Description This position provides client service to our partners, intermediaries, and plan sponsors. The Retirement Services Consultant will develop and maintain a detailed comprehension of retirement plans and Ascensus products and services with the goal of helping our clients manage their retirement plans appropriately. The Retirement Service Consultant works with the Relationship Manager to deliver client satisfaction by providing retirement plan and operational expertise, proactively identifying, owning and resolving client issues and engaging clients with value added consulting. - Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients. - Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture. - Maintain and continue to grow detailed knowledge and comprehension of retirement plan rules and Ascensus business and product offerings. - Consistently provide a high level of consultative proactive client service in a professional manner. - Develop effective working relationships with team and internal departments in order to provide effective service for our clients. - Successfully identify, record, and monitor assigned items; includes establishing required action for resolution of client issues. - Ensure inquiries and issues are resolved and service levels are met. - Provide thorough, high quality research, problem solving, and issue resolution. - Provide clients and advisors clear and concise communication regarding services, execution, and resolution throughout the service cycle. - Participates in creating a strategy with Relationship Manager to ensure client retention. - Identify, document, and address risks through exceptional client service. - Assist in the management of vendor relationships on behalf of clients and partners. - Deliver client retention by anticipating client’s needs, recommending changes or actions, in conjunction with the Relationship Manager. - Achieve personal and team goals for service levels, growth, and retention for assigned book of business. - Identify and document systematically “opportunity plans” working with Relationship Manager on a strategy to mitigate risk. - Proactively communicate with the client and partners regarding all components of service delivery. - Solicit and administer feedback with appropriate internal resources in order to improve the client experience. - Prioritize activities and manage time to effectively and efficiently provide quality client service to our partners and clients. - Ensure that our devotion to our clients is met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.). - Assess client goals, needs, and behaviors to suggest plan, product, or functionality changes to improve results for our clients. - Educate clients regarding plan features, product capabilities, or Ascensus functionality and process. - Develop ideas for improvement and provide feedback/solutions to plan sponsor and financial professional to minimize risk and improve process. - Act in the role as the subject matter expert on specific topics for initiatives with accountability for training and assisting others across departments in area of expertise. - Provide training to members of the team as opportunities arise. - Perform other duties and participate in or head special projects as assigned. Qualifications - Bachelor’s degree or equivalent work experience. - Minimum 3 years direct client experience and Retirement Services industry experience or thorough knowledge preferred. - Certification or working towards certification (ASPPA, CEBS, etc.) in industry-related studies program preferred. - Excellent written and verbal communication skills. - Excellent presentation skills, business etiquette, client service skills, and time management. - Demonstrated professionalism in all aspects of the role. - Experience with financial services systems (i.e. recordkeeping, trust, trading); and experience with plan recordkeeping and trust reconciliation. - Proficiency in Microsoft Office software applications, specifically Word and Excel required, Access and PowerPoint preferred. - Excellent evaluation and problem resolution skills. - Knowledge of retirement plans, ERISA, DOL and IRS regulations, and plan documents (individually designed and prototype). - Ability to work in a team environment to ensure common goal of providing exceptional client service. - Ability to work well under pressure with multiple priorities and deadlines in a demanding environment. - Ability to make sound business judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company. - Ability to work extended hours to meet business needs as required. - Quality focus with attention to detail. - Handle other essential tasks as assigned. Requirements - Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. - We will never ask you for payment or require you to purchase any equipment. - If you are suspicious or unsure about the validity of a job posting, we strongly encourage you to apply directly through our website.

Role Description Are you curious, motivated, and forward-thinking? At FIS, you’ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun. It’s an amazing opportunity to join a talented team of innovative and committed folks doing interesting work at the world’s largest global provider dedicated to financial technology solutions! What you will be doing: - Strategically focused and responsible for client satisfaction, maintaining client communication, the overall management of the client relationship, and the delivery of the outsourced solution. - Serves as the primary management contact and client liaison during delivery of an outsourced solution, whether it is an IT solution or a business process outsourced solution and regardless of the client’s geographic location. Maintains contact with client at an executive level, focusing on the strategic nature of the relationship. Represents the enterprise to the client and the client to the enterprise. - Responsible for client satisfaction, maintaining client communication, overall management of the client relationship and delivery of outsourced solution. - Oversees and leads teams in delivery of continuous and effective outsourced solutions and ensures project completion within budget and in accordance with contract requirements. - Works to maintain and grow client relationships while ensuring ongoing customer service. - Develops deep knowledge on FIS solutions and services provides thought leadership. - Manages technical engagement on projects and is responsible for oversight of vendors and subcontractors. - Leads teams in the delivery of outsourced solutions to the strategic client. Selects, develops and evaluates personnel to ensure efficient operation of the function. - Identifies areas where continuous improvement can be applied, implements the change and measures the level of improvement. - Other related duties assigned as needed. Qualifications - Graduate (science/analytics preferable)/MBA. - Minimum of 10 years of experience in technology/Financial services organizations. Requirements - Proven knowledge to represent the enterprise’s entire range of products to the client and of the industry. - Proven track record in client relationship management, service delivery and/or the sales of technology products and services. - Demonstrated experience in Program/Project Management in delivering enterprise scale initiative. - Proven ability to build consensus across senior leadership and influence decision making. - Financial institution experience or comparable proven sales-marketing-consulting-support background with strong financial industry and data processing knowledge. - Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the enterprise; may also participate in initiatives that contribute to the overall success of the client’s business. - Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction. - Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of projects and tasks within the enterprise and with its clients. - Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the clients. - Viewed as an expert resource by peers and coworkers, maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise. - Demonstrates the ability to lead by example and motivate professional level staff. - Displays strong leadership qualities, decision making abilities, and strong business judgment. - Possesses strong personnel management skills. Benefits - Working in an international company, alongside international colleagues. - Being a part of an innovative and entrepreneurial environment of a growing department and team. - Option to work fully remotely, with the necessary equipment provided by the company (computer, monitors, accessories). - Development opportunities by using the company's online training database and LinkedIn Learning. - Unique working atmosphere (team integration meetings, friendly working environment, support of experienced employees). - Opportunity to get involved in social projects and local initiatives. - A broad range of professional education and personal development opportunities. - A work environment built on collaboration and respect.