IT Support Team Lead

1 week ago

San Francisco, California, United States Social Finance Ltd Full time
Job Description

**Job Title:** Associate Manager, IT Support

**Company:** Social Finance Ltd

**Job Summary:** We are seeking an experienced IT Support Team Lead to lead, mentor, and develop a diverse team of IT professionals. The successful candidate will partner with IT Engineering and other departments to ensure that all aspects of IT Support and Infrastructure are accurate, efficient, repeatable, and robust.

Key Responsibilities:
  • Team Management:
    • Recruit and hire technical support personnel, ensuring the team has the necessary skills and expertise.
    • Manage the performance of team members, providing feedback, setting goals, and conducting performance evaluations.
    • Support the career development of team members through training, mentorship, and advancement opportunities.
  • Metrics and Service Level Management:
    • Define key performance metrics to measure the effectiveness and efficiency of the IT Support team.
    • Keep track of service level agreements (SLAs) and response times, ensuring that they are consistently met.
    • Adjust team activities based on the metrics and service levels, ensuring optimal performance.
  • IT Systems, Policies, and Procedures:
    • Take part in the design and development of IT systems, as well as the formulation of policies and procedures.
    • Oversee the implementation of IT systems and ensure that policies and procedures are effectively communicated and followed.
    • Identify opportunities for improvement in support and operations processes, and document new or improved processes.
    • Implement and coordinate the rollout of these new processes to enhance overall efficiency.
  • User Support:
    • Provide support to SoFi employees in resolving problems related to IT, AV, and Network systems.
    • 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

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