Associate Manager of IT Support, SoFi
$80-150k
+ Bonus
Mobile & online personal finance services
Be an early applicant
Mobile & online personal finance services
1001+ employees
Be an early applicant
$80-150k
+ Bonus
1001+ employees
Company mission
To help people reach financial independence to realize their ambitions.
Role
Who you are
- 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
- 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
- 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
What the job involves
- 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 will build, develop, and manage a multi-functional team across multiple offices
- 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
- 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
- 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
- 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
- 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
Our take
SoFi started by offering ways for students to secure better financial terms on their loans, and now offers a huge range of personal finance products, including bank accounts, loans, mortgages, investment advice, and investment opportunities. Many customers find they have to go to multiple financial service providers to meet all their finance needs, but SoFi overcomes this issue by putting it all in one place.
Its goal, to cover all the financial bases, sets them apart from many of the traditional banks and even some of their digital competitors, such as Avant, which has chosen to focus on providing credit alternatives. Although it is operating in a competitive market with a lot of big players such as Monzo, Revolut, and Starling, the company has managed to raise huge amounts of funding to support its rapid expansion.
SoFi has focussed on global expansion, moving outside the US, and has made a series of acquisitions to support this - including a Hong Kong-based investment app called 8 Securities. After going public on the New York Stock Exchange via a SPAC merger in June 2021, the company has continued to evolve and release more mission-oriented services into its roster, and strengthened its lending capabilities through a $350 million post-IPO loan. To date, the company has sold over $15 billion in personal loan collateral and continues to strengthen its offering.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
7% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jan 2021
$369.9m
LATE VC
May 2019
$500m
GROWTH EQUITY VC
Total funding: $2.7bn
Company benefits
- Comprehensive health, vision, dental, life insurance, and disability benefits
- Generous vacation and holidays
- Paid parental leave for eligible employees
- 401(k) and education on retirement planning
- Tuition reimbursement on approved programs, up to $5,250 per year
- Monthly contribution up to $200 to help you pay off your student loans
- Great health & well-being benefits including: telehealth parental support, subsidized gym program
- Flexible time off
- Fertility and family planning options
- Free financial classes
Company values
- Put our member's interests first – if we take care of our members' interests, it will best serve our interests.
- Run after problems – we must build a culture of people who run after problems in order to ensure we execute with excellence and “things” do not fall through the cracks.
- Embrace diversity, everyone should feel welcome, included and able to contribute – diversity is a differentiator and our team should reflect society. We should continue to encourage and celebrate diversity.
- Get to the truth and make principle-based decisions – we can only make the best decisions if we have the right data, all of the perspectives, and if we align on the guiding principles.
- Make your footprint bigger than your foot – selfless acts are critical to elevate beyond the impact of our collective individual efforts.
- Do the right thing, if you're not sure, do the harder thing – our business is built on trust and integrity, which requires both adhering to the letter of the law and regulations and doing the right thing for the company and our members..
- Set ambitious goals, be gritty, be accountable - we must hold ourselves and others accountable for delivering our business objectives, for our culture, and for our member.
- Take care of other people and help them grow - our people are our greatest differentiator, if we take care of our people, they will take care of our members.
- Iterate, learn, innovate - we are all responsible for innovation and we must embrace data-driven decisions.
- Be SoFi missionaries - our products, our services, our brand, and our business must be durable over the long term to achieve our mission—be a missionary.
- Don’t forget to smile - our ambition is contagious: it makes us smile to see people inside and outside of SoFi succeed.
Company HQ
The East Cut, San Francisco, CA
Articles
Leadership
Anthony Noto
(CEO)Graduated from the U.S. Military Academy after being a telecommunications officer and captain in the U.S. Army. Has worked as Head of Gobal Telecommunications, Media and Technology at Goldman Sachs, been the COO of Twitter, and also the CFO of the National Football League.
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