Managed Service Analyst Sr Lead

Position Type :

Type Of Hire :

Education Desired :

Job Description

Oversee support of customers encountering problems using company's products.

What You Will Be Doing

• Manage operations of product support teams responding to technical and complex client inquiries through case management systems.

• Develop, implement, and monitor operating structures, policies, procedures, workflows, and information systems that address common client questions and issues.

• Monitor call queues, call volume, productivity, and quality metrics; analyze trends and take action to exceed service and quality standards.

• Report new or recurring issues to product management and product development teams.

• Ensure team members are properly trained on new products, upgrades, patches, and system changes.

• Contribute to the overall development and maturity of the product support function.

• Serve as an escalation point for client issues and ensure timely resolution.

• Manage managers, supervisors, and individual contributors across multiple teams and cost centers.

• Develop and manage budgets, staffing plans, and service level commitments.

• May participate in industry networking to build relationships and communicate technology and operational concerns.

• Perform other related duties as assigned.

Education Requirements

• Bachelor's degree in computer science, information systems, or an equivalent combination of education, training, or work experience.

What You Bring

• Broad knowledge of FIS products and services, with deep expertise in the products supported by your teams.

• Strong understanding of core IT technologies, including operating systems, networking, software development, and system architecture.

• Working knowledge of workforce management tools and practices (e.g., scheduling and quality monitoring software).

• Excellent customer service orientation with a proven ability to drive high levels of client satisfaction.

• Strong verbal and written communication skills, with the ability to communicate effectively with technical and nontechnical audiences at all levels.

• Proven leadership, decisionmaking, problemsolving, negotiation, conflict management, and timemanagement skills.

• Demonstrated project management capability.

• Resourceful and proactive approach to gathering information and driving improvements.

• Ability to work independently and collaboratively in a fastpaced environment.

FIS Job Level Description

• Seniorlevel management role responsible for directing product support teams and associated functions across multiple lines of business.

• Accountable for client issue resolution, escalation management, and ongoing improvement of client satisfaction.

• Directly manages six or more direct reports, including managers, supervisors, and individual contributors, with responsibility for 60+ total staff.

• Oversees budgeting, staffing, procedural changes, and service level requirements across multiple cost centers.

• Coaches and mentors management team members and partners closely with directors on departmental initiatives.

• Exercises wide latitude in decisionmaking.

• Typically requires 10+ years of related experience with at least 3 years in a leadership role.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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