Senior Manager IT Operations

Senior Manager IT Operations

Were looking for a forwardthinking peoplecentric leader to join our IT Operations Team at SoFi where finance meets innovation. As our Senior Manager IT Operations youll lead a highperforming team of IT Service Delivery professionals driving technical excellence and operational efficiency across our support services. This is more than just a leadership roleits a chance to shape the future of tech support in a cuttingedge FinTech environment.

Youll oversee daily operations mentor and grow our tech talent and collaborate crossfunctionally to elevate the employee tech experience. If youre passionate about blending customercentric IT support with nextgen thinking this role is for you.

Key Responsibilities

Leadership & Team Development

• Lead coach and inspire a team of IT Support Technicians across multiple locations.
• Own talent development: provide realtime feedback mentorship and professional growth opportunities.
• Drive performance through actionable metrics and continuous improvement.
• Approve payroll bonuses and compensation aligned with performance.
• Serve as the goto escalation point for technical and personnel challenges.

Operational Excellence

• Oversee and triage support requestsensuring timely resolution and SLA adherence.
• Analyze complex technical issues; resolve or escalate appropriately.
• Implement IT support best practices and participate in the of larger ITSD and enterprisewide initiatives.
• Manage sitespecific IT resources and ensure hardware/software compliance.
• Monitor trends identify gaps and propose proactive solutions to elevate service quality.

Service Delivery & Technical Escalation 20

• Provide Tier 2/3 escalation support for both Windows and Mac environments.
• Install configure and troubleshoot hardware/software for desktops laptops A/V and peripherals.
• Oversee onboarding processes including imaging setup and orientation for new hires.
• Manage asset tracking inventory audits and ensure accurate asset lifecycle documentation.
• Collaborate on testing and rollout of new technology initiatives.
• Maintain and develop internal knowledge base and selfservice documentation.

Reporting & Compliance

• Generate weekly ITSD performance reports for stakeholders and senior leadership.
• Maintain compliance with security privacy and operational policies across all endpoints.
• Stay up to date on regulatory requirements IT risk management and support audit readiness.

What We Are Looking For

• Bachelors Degree in Computer Science IT or related field (or equivalent experience).
• 8 years in IT Service Desk or IT Operations with 2 years in a leadership or project management role.
• Demonstrated expertise in ServiceNow ensuring the platform is effectively leveraged to support operational excellence through streamlined request workflows efficient incident management insightful reporting and robust knowledge base maintenance.
• Strong knowledge of enterprise Mac & Windows environments.
• Experience with desktop/laptop hardware networking fundamentals and enterprisegrade support tools.
• Passionate about delivering whiteglove technical support in a dynamic fastpaced setting.
• Excellent verbal and written communication skills.
• A collaborative spirit with a mindset for innovation and continuous improvement.
• Ability to support afterhours or weekend efforts as needed during highpriority incidents or project rollouts.

Highly Desirable

• SpanishEnglish bilingual proficiency is a plus! (with the ability to support internal and external stakeholders in both languages)

Required Experience:

Senior Manager