*This will be onsite in one of the locations listed above*

The role:

The Associate Manager, IT Support at SoFi will lead, mentor, and develop a diverse team of IT professionals. This person will partner with IT Engineering and other departments outside of IT to ensure that all aspects of IT Support and Infrastructure are accurate, efficient, repeatable, and robust. This person is great at driving operational improvements on an organization-wide level, has a versatile background focusing on internal and external customers and teams; and can work under unexpected and sometimes tight timelines. This person will build, develop, and manage a multi-functional team across multiple offices. We want to fill this role with someone who thrives in collaborative environments, excels at tackling challenges independently, has a solid technical background, and can communicate effectively with a non-technical audience.

What you’ll do:

Team Management:

• Hiring: Recruit and hire 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.

What you’ll need:

• 5+ years of experience in IT operations
• 2+ years of experience in managing an IT Operations team
• Proficient with ITIL support models.
• Sound 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