Supervisor, IT Support

| Charlotte, NC | Hybrid
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Who we are:
Shape a brighter financial future with us.
Together with our members, we're changing the way people think about and interact with personal finance.
We're a next-generation fintech company using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront. We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world.
*This will be onsite in one of the locations listed above.
The role:
The Supervisor, Technical 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


Compensation and Benefits
The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location.
To view all of our comprehensive and competitive benefits, visit our Benefits at SoFi page!
SoFi provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
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
SoFi is committed to embracing diversity. As part of this commitment, SoFi offers reasonable accommodations to candidates with physical or mental disabilities. If you need accommodations to participate in the job application or interview process, please let your recruiter know or email [email protected].
Due to insurance coverage issues, we are unable to accommodate remote work from Hawaii or Alaska at this time.
Internal Employees
If you are a current employee, do not apply here - please navigate to our Internal Job Board in Greenhouse to apply to our open roles.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
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    • Microsoft SQL ServerDatabases
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An Insider's view of SoFi

What's something quirky about your company?

I was surprised by how such a quickly growing company could create such a welcoming and unifying environment for everyone. To see the company executives, especially our CEO, make themselves visible and regularly accessible while pushing this company forward. I love the regular All-Hands meetings, and I really feel as if we’re one big family here.

Sulaiman

Content Writer/Editor

What does your typical day look like?

No two days are the same, which I love! I spend most of the day working on projects that are directly connected to our company-wide priority #1 ; which is to create a durable culture where people love to work. Things like creating a Diversity, Equity and Inclusion site, managing our careers page, and hosting events that bring our culture to life.

Kari

Principal Talent Brand Manager

How does the company support your career growth?

SoFi is committed to creating development opportunities for our employees. Our mentorship program, GROW, seeks to inspire, empower, and elevate underrepresented employees by fostering 1:1 professional relationships with a mentor to receive real-time, active coaching, key business knowledge, and advocacy in support of their professional journey.

Ishani

Tech Recruiter and GROW Co-Founder & Lead

How do you make yourself accessible to the rest of the team?

Regular meetings with my team where each of us (including myself!) highlight our wins of the week, voice any delays or concerns, and share what is top of mind. It brings transparency onto the team, allows each of us to ask questions, and get involved if needed. It also enables us to spend our time on more strategic topics or personal development.

Yelena

Vice President, Invest

How has your career grown since starting at the company?

I've had four roles in six years at SoFi, and in each one, I’ve been able to add a new tool to my tool box. Things like how to analyze data and turn it into usable insights, and how to be an active listener. One thing that really helped me navigate my career here is my willingness to learn new things, and apply them to my job or the task at hand.

Thomas

Senior Relationship Manager, Recovery Operations

What are SoFi Perks + Benefits

SoFi Benefits Overview

We’re committed to fostering an environment where employees understand how they’re doing, where they’re going, and how to get there—with compensation programs designed to attract, retain, and reward talented people who believe in our mission.

Culture
Volunteer in local community
Launching in February 2022 we will offer employees up to 16 hours a year to volunteer for causes they are most passionate about in order to support the communities in which we live and work.
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
SoFi offers flexible schedules for all employees, including a hybrid in-office/work-from-home environment. We also have SoFridays where we encourage employees to sign off early when they can.
Remote work program
Employees are encouraged to work with their manager to determine the best future work environment - full-time remote, hybrid, or full-time in office.
Diversity
Highly diverse management team
We have set an ambitious goal of increasing URG representation in management to 50% by 2023. As of 10/1/2021, 37.5% of our managers identify as an underrepresented group.
Mandated unconscious bias training
Required for all employees as part of our DE&I programs to educate our workforce, enable them with the tools to eliminate unconscious bias, and to ensure fairness & clarity in hiring and retention.
Diversity manifesto
Diversity employee resource groups
SoFi proudly sponsors eight employee resource groups, called Circles. These groups build high-trust relationships and foster a sense of belonging for the diverse communities represented at SoFi.
Hiring practices that promote diversity
We anchor our interview process to identified success competencies associated with each role vs informal interviewing.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SoFi's Flexible Spending Account (FSA) lets employees pay for dependent care and eligible out-of-pocket healthcare expenses with pre-tax contributions of up to $2,750 annually.
Disability insurance
SoFi's disability insurance benefit is 60% of an employee's base salary up to a maximum of $5,000/month for short term disability, and $10,000/month for long term disability.
Dental insurance
SoFi's Delta Dental plan provides employees the flexibility to choose any dentist in‐network or out‐of‐network and still receive benefits.
Vision insurance
SoFi's vision plan provides 100% coverage for annual eye exams through VSP choice doctors, plus offers additional discounts for frames and laser vision repair.
Health insurance
SoFi employees receive comprehensive health, vision, dental, life insurance, and disability benefits—as well as flexible time off, fitness, fertility, and family planning options.
Life insurance
SoFi pays for 1 times employees annual salary for Basic Life and AD&D Insurance, and employees have the option to purchase additional life insurance.
Pet insurance
Employees have the choice of 2 plans with 50%, or 70% reimbursement on vet bills including accidents, illnesses and hereditary conditions up to $7,500 annually.
Wellness programs
SoFi offers a variety of benefits to support employees and their families in attaining and maintaining good health — both physically and mentally. Incl: health club discounts, therapy, and more.
Mental health benefits
SoFi partners with Modern Health, which provides support to help people reduce stress, feel more engaged, and be happier. Employees and dependents can receive up to 6 therapy sessions + other support.
Financial & Retirement
401(K)
SoFi's 401(k) retirement plan helps our employees set aside income they will need in the future.
Company equity
SoFi offers stock options through its employee profit sharing program, including vesting over a four-year period.
Performance bonus
SoFi's performance bonus plan is paid out quarterly when employees meet targets set by their direct supervisors.
Child Care & Parental Leave Benefits
Childcare benefits
Through care.com, parents have access to in-home or in-center vetted and subsidized care for your children when regular care is not available.
Generous parental leave
SoFi will provide up to 8weeks of paid parental leave to employees following the birth of an employee’s child or the placement of a child with an employee in connection with adoption or foster care.
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
We offer unlimited PTO for all full-time, non-exempt employees.
Paid volunteer time
Coming soon through SoFi Gives - our new volunteer program that includes time off for employees to volunteer.
Paid holidays
Paid sick days
SoFi offers a variety of comprehensive paid sick days based on employee location and employment type.
Office Perks
Commuter benefits
SoFi's commuter benefits can help employees save money by paying for commuter expenses with pre-tax dollars up to $270 per month.
Company-sponsored outings
Pre-COVID-19 pandemic we had annual holiday parties, team offsites, and more. With COVID, we have zoom talent shows, take your parents/children to work zoom events, and more!
Free daily meals
SoFi provides catered lunches at some locations and offers lunch cards to those employees where catered lunch is not provided in the office.
Free snacks and drinks
All SoFi offices have stocked kitchens included unlimited snacks, coffee, tea, Kombucha, and beer on tap!
Some meals provided
SoFi provides catered lunches at some locations and offers lunch cards to those employees where catered lunch is not provided in the office.
Company-sponsored happy hours
SoFi encourages employees to hang out after work!
Fitness stipend
SoFi offers employees more convenience, flexibility and gym options, thanks to our partnership with Gympass.
Professional Development Benefits
Job training & conferences
SoFi offers frequent training, mentorship opportunities, and leadership programs to develop our people. We also cover tuition costs for approved programs, up to $5,250 per year.
Tuition reimbursement
SoFi offers frequent training, mentorship opportunities, and leadership programs to develop our people. We also cover tuition costs for approved programs, up to $5,250 per year.
Lunch and learns
Each organization at SoFi offers regular lunch and learns to give employees visibility to company & industry leaders.
Promote from within
Mentorship program
SoFi's Grow Mentorship program seeks to inspire and elevate our most underrepresented employees by fostering professional development and by giving allies the chance to take action.
Continuing education stipend
We want to help our employees achieve financial freedom, just like our members. That’s why we contribute $200 per month toward your student loans to help pay down student debt,
Customized development tracks
Paid industry certifications
This perk depends on the organization, but our Engineering, Product & Design, plus Operations team offers top performers paid industry certifications to develop their careers.

Additional Perks + Benefits

Our people are our greatest differentiator - if we take care of our people, they will take care of our members. That's why we offer comprehensive, flexible benefits and perks that support their physical, mental, and emotional wellbeing so they can bring their best selves to work.

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