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IT Support Team Lead

2 months ago

Jacksonville, Florida, United States SoFi Full time
About the Role

We are seeking a highly skilled and experienced IT Support Team Lead to join our team at SoFi. As a key member of our IT organization, you will be responsible for leading, mentoring, and developing a diverse team of IT professionals.

Key Responsibilities
  • Team Management: Recruit, hire, and manage technical support personnel, ensuring the team has the necessary skills and expertise.
  • Performance Management: Manage the performance of team members, providing feedback, setting goals, and conducting performance evaluations.
  • Career Development: Support the career development of team members through training, mentorship, and advancement opportunities.
Metrics and Service Level Management
  • Establish Metrics: Define key performance metrics to measure the effectiveness and efficiency of the IT Support team.
  • Monitor Service Levels: Keep track of service level agreements (SLAs) and response times, ensuring that they are consistently met.
  • Redirect Activities: Adjust team activities based on the metrics and service levels, ensuring optimal performance.
IT Systems, Policies, and Procedures
  • Design and Develop: Take part in the design and development of IT systems, as well as the formulation of policies and procedures.
  • Implementation: Oversee the implementation of IT systems and ensure that policies and procedures are effectively communicated and followed.
Process Improvement
  • Develop and Document Processes: Identify opportunities for improvement in support and operations processes, and document new or improved processes.
  • Implementation: Implement and coordinate the rollout of these new processes to enhance overall efficiency.
User Support
  • Problem Resolution: Provide support to SoFi employees in resolving problems related to IT, AV, and Network systems.
  • Hands-On Assistance: Demonstrate the ability to dive into the details and assist with support issues when needed.
Requirements
  • 5+ years of experience in IT operations
  • 2+ years of experience in managing an IT Operations team
  • Proficient with ITIL support models
  • Solid knowledge of information and communications technology fundamentals
  • Experience with automating the resolution of IT issues and managing teams to find the root cause of every issue
  • Ability to help SoFi employees solve hardware and software problems with Apple and Windows products, including AV, laptops, and printers
  • Experience working with Windows operating systems and virtual environments running on Mac OS
  • Experience with hosted productivity and communication applications, including G-Suites, Slack, and Okta, and can train and support employees on their use
  • Demonstrated ability to be a great leader for the SoFi IT Support Team