IT Support Team Lead

3 weeks ago

San Francisco, California, United States SoFi Full time
Job Title: Associate Manager, IT Support

SoFi is seeking an experienced Associate Manager, IT Support to lead our IT Support team. As a key member of our IT organization, you will be responsible for managing the day-to-day operations of our IT Support team, ensuring that all aspects of IT Support and Infrastructure are accurate, efficient, repeatable, and robust.

Key Responsibilities:
  • Team Management: Recruit, hire, and manage a diverse team of IT professionals, providing feedback, setting goals, and conducting performance evaluations.
  • Metrics and Service Level Management: Establish key performance metrics to measure the effectiveness and efficiency of the IT Support team, monitor service level agreements (SLAs) and response times, and adjust team activities based on metrics and service levels.
  • IT Systems, Policies, and Procedures: Participate in the design and development of IT systems, formulate policies and procedures, and oversee the implementation of IT systems and policies.
  • Process Improvement: Identify opportunities for improvement in support and operations processes, document new or improved processes, and 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, and 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
What We Offer:

SoFi provides a comprehensive and competitive benefits package, including a base pay range, comprehensive benefits, and equal employment opportunities. We are committed to embracing diversity and offer reasonable accommodations to candidates with physical or mental disabilities.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. New York applicants: Notice of Employee Rights. Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.

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