IT Support Manager

7 days ago


Cottonwood Heights, Utah, United States Social Finance Ltd Full time
About the Role

We are seeking a highly skilled IT Support Manager to lead our technical operations team at Social Finance Ltd. As a key member of our IT department, you will be responsible for ensuring the smooth operation of our IT systems and infrastructure.

Key Responsibilities
  • Team Management:
    • Hiring and training of technical support personnel to ensure the team has the necessary skills and expertise.
    • Performance management of team members, including providing feedback, setting goals, and conducting performance evaluations.
    • Career development of team members through training, mentorship, and advancement opportunities.
  • Metrics and Service Level Management:
    • Establishing key performance metrics to measure the effectiveness and efficiency of the IT Support team.
    • Monitoring service level agreements (SLAs) and response times to ensure they are consistently met.
    • Redirecting team activities based on metrics and service levels to ensure optimal performance.
  • IT Systems, Policies, and Procedures:
    • Participating in the design and development of IT systems, as well as the formulation of policies and procedures.
    • Overseeing the implementation of IT systems and ensuring that policies and procedures are effectively communicated and followed.
  • Process Improvement:
    • Identifying opportunities for improvement in support and operations processes and documenting new or improved processes.
    • Implementing and coordinating the rollout of these new processes to enhance overall efficiency.
  • User Support:
    • Providing support to employees in resolving problems related to IT, AV, and Network systems.
    • Demonstrating 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 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 ability to train and support employees on their use.
  • Demonstrated ability to be a great leader for the SoFi IT Support Team.

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